Refund Not Received for Canceled Duplicate Account

Hello,

I am requesting immediate assistance regarding a duplicate account that was created without my authorization and a refund that has still not been issued.

In December 2025, I created an account online and was instructed to pick up a modem at an Xfinity store. At the store, a representative told me I needed to sign up again in order to receive the modem and assured me that the two accounts would be merged. I specifically asked what would happen to the original account and was told it would not result in duplicate billing.

However, I later discovered that two separate internet accounts were created under my billing information. One of the accounts was set up using a comcast.net email address and a name that I do not recognize. As a result, I was charged twice.

I immediately contacted customer service and requested a cancellation and refund for the duplicated charge. Since then, I have followed up multiple times and have repeatedly been told that the refund was processed and would take up to 30 days after cancellation. It has now been over a month, and I still have not received the refund.

Please confirm the status of my refund as soon as possible and advise when I can expect to receive it.