Refusal To Return Unauthorized Payment

I made a payment arrangement for 12/10 in the amount of $342.25. I received a notice from Xfinity that my service would be disconnected if payment was not made on 12/9. So I scheduled the payment for 12/9. 

I called and spoke with an agent, Justin, who said, “Rest assured” no payment would be taken from my account on 12/10. The 12/9 payment was taken  and there was nothing else I needed to do. I asked him to confirm this multiple times and he did.

12/10, the second payment of $342.25 was taken, despite the agent, Justin, telling me to “rest assured” that would not be the case. At that point, I spoke with a second agent, Chirag, who told me “rest assured,” the unauthorized second charge would be returned within 1-2 hours. I gave them three. 

The next agent said I would receive my funds in 12-24 hours and that there was no way to expedite this because instead of doing a reversal, the previous agent processed it as a refund, which takes longer.

At that point, I speak with a supervisor, Glen, who told me “rest assured,” the error was noted and I would receive my funds that Xfinity took without authorization within 24 hours, 12/13. Glen gave me a confirmation number.

Today, I called again because I still have not received the funds. The agent, Kunal (or it may have been Sunny at this point), said “rest assured” the ticket was closed and I would receive my funds within two days. 

*Noting here that I had to connect with an agent on that mess of an app because I was on hold for a supervisor for one hour and 24 minutes.*

I asked that agent for confirmation that I would be receiving my funds within two days as the previous agent had stated. Instead, the new agent says I will not be getting my money back, despite it no longer being authorized because the payment was taken on 12/9, because it was applied to the past due balance. 

I told this agent that I have screenshots of all of these agents saying I would be receiving my money, including the first agent who said “rest assured” the money would not be taken in the first place. She said I needed to go the store and show the screenshots because she couldn’t see the conversation on her end. 

I am currently at the store, where the agent said she can clearly see where two identical payments were taken back to back, so she’s unsure why they need to even see a conversation. But she doesn’t handle payments so there’s nothing she can do.

So, I have currently been on hold for 57 minutes for a supervisor since I came to the store, as directed, so they could see where this money never should have been taken from my account. Despite two tickets and a confirmation number “assuring” me that a refund had already been processed and was enroute to my account. 

Finally, the agent asks for my information so a supervisor can call me back “due to a high volume of calls.” 

At this point, it has impacted my household finances and my ability to pay another bill.

I have never in my life dealt with a more unscrupulous company. If this is not resolved today, I’ll be filing suit against Xfinity this week.