Pro-rated bill upon cancellation

Hello, 

I called and ordered a cancellation of my internet services on 08/06/25, with a cancellation date of 8/29/25. I waited approximately one week for my bill (which ran from mid-August to mid-September) to be corrected for the cancellation of services mid-period. When it wasn't, I chatted with a live agent the week of 08/11/25 asking for a revised bill. This agent assured me they would revise the bill and that she was opening a ticket on my behalf with the billing team to get it done before my autopay on 09/01/25. This was never done and I have been unable to receive any confirmation from Xfinity that a ticket was ever opened. On 09/02/25, the full bill amount for services through mid-September was subtracted from my bank account and I reached out to a live agent via chat to initiate a refund. I was told I would be receiving a refund for the half month that I did not have services as well as a $15 credit and that I could expect this refund to be visible within my bank account within a few hours, given that he had initiated a priority refund request. I waited until 09/04/25 and reached out to a live agent once again when I noticed no refund in my account as of that morning. This live agent was insistent that I would need to call Xfinity to speak to a specific department to complete my disconnection order, as it would need to be completed before he could initiate my refund. He offered no answers to my questions about why he would need to initiate it on 09/04, as it was supposedly initiated priority on 09/02. He was unwilling to answer any questions about why he could not just call me to receive my "verbal consent", which he insisted was required. When I called the number he gave me, I was told I would have to disconnect my chat with him before I could speak to a live agent on the phone, which I believe was his intent. I asked him instead to schedule me a callback with the appropriate department and I would remain on the chat until my "verbal consent" was given. When I received the callback and explained to the woman on the phone why I was calling, she began laughing and asked me if someone at Xfinity had really told me to call and ask her this. She repeatedly assured me that the agent I was speaking to on chat was telling me "lies, lies and more lies" and that he lacked integrity and was just being an unhelpful person and requesting that I do things I didn't need to do. I started explaining to him what she was saying and he became insistent that I hang up the phone so he could have someone else call me. I remained on the phone and the woman told me my refund would be processed to the card on file within 3-5 working days. I asked the live agent on chat to confirm the same and when he did, I then asked him how I could file a complaint (which I had already asked him several times before, in relation to the discussions I had with agents the week of 08/11 and on 09/02) and I did not receive a response. I messaged "Hello?" to draw his attention and receive an answer and he promptly disconnected the chat so I could not bother him again. Aman - if you're reading this - I figured out how to file a complaint and I intend to file similar complaints about Xfinity's inability to pro-rate a bill for a cancellation period, as well as their dishonest and unethical billing department, with the Attorney General's office, the Better Business Bureau and the Public Service Commission. Xfinity - you are predatory in your practices and I will go off-grid and without internet for the rest of my life before I ever do business with you again. I have never had an issue with my internet connectivity and have otherwise positive things to say about the years I purchased internet through you but every single time I ever had a billing question or issue, I was left discussing with several people in billing who had no idea what they were talking about. I have never had my time so epically wasted as I have speaking with Xfinity's billing team.

Also, as I was ending the call with the Xfinity agent on the phone, I received several authorization codes to my phone as well as two emails from Xfinity (in Spanish?) that were not a result of any requests I had made. I'm not sure what customer services agents are authorized to do but it was very unsettling and I am taking precautions to make sure Xfinity is not able to access my bank accounts going forward. Especially given the unprofessional and dishonest nature of their billing team.