Refund refused after plan change glitch — need escalation

Longtime customer (since December 2014) needing help with a billing dispute that multiple front-line agents have been unable to resolve.

The issue:

On February 1, 2026, I called to renew my plan after my prior promotion expired and agreed to new promotional pricing. Due to a technical glitch on Xfinity's end, the new plan was never applied to my account.

As a result, I was billed at the higher post-promotion rate on three consecutive statements (January, February, and March 2026). When I caught the error in March, a representative confirmed the glitch and agreed to apply the new plan retroactive to February 1.

However, before the corrective credits were fully posted, an autopay of $103.36 was withdrawn from my checking account on April 20, 2026. That withdrawal would not have occurred if the plan had been processed correctly on February 1 as agreed.

What I'm asking for:

A refund of $103.36 returned to the same checking account it was withdrawn from. I have called multiple times and each time been told a credit was applied to my Xfinity account and no bank refund will be issued. An account credit is not a refund — the money left my bank account and needs to return to my bank account.

I also attempted to email the executive escalations address I found referenced online, but it was returned undeliverable.

I would like to be connected with an escalation specialist who has the authority to process a refund to my original payment method, consistent with Xfinity's published refund policy.

Happy to provide account details via direct message. Thank you.