Request for escalation: unresolved, repeated Xfinity mobile billing errors

I am asking Xfinity to escalate and fully resolve a series of Xfinity Mobile billing and account errors that I have already spent considerable time trying to correct.

The issues involve an additional mobile line that I did not knowingly establish and duplicate Apple Watch cellular service associated with a watch that was returned and replaced. I spent approximately three hours with Xfinity on August 20 attempting to resolve these issues.

I contacted Xfinity again today. The representative reviewed my account history and located Xfinity’s own August 20 notes regarding the watch charges. She confirmed that the watches and extra line were removed at that time and provided additional information from Xfinity’s records regarding the two watch entries. I spent approximately two hours on this exchange

During today’s interaction, I asked several times for information about how to escalate this matter. Those requests and the representative’s responses are documented in the chat. No escalation path or contact information was provided, leaving me to locate an escalation route myself.

The representative also offered a $60 credit and stated in writing that she had processed it as two $30 credits. She provided the chat ID as confirmation that the $60 had been successfully processed. I have received only one $30 credit.

At this point, I am asking someone with the appropriate authority to review Xfinity’s own billing history, the August 20 account notes, and my most recent chat and bring this matter to a final resolution. I am requesting that my account be fully reconciled, all incorrect charges be refunded, the full credit already promised be honored, and appropriate consideration be provided for the considerable time, stress, and aggravation involved in trying repeatedly to resolve these issues.

I would appreciate escalation to the appropriate team and a complete resolution.