Urgent Billing Escalation – Duplicate Charges After Account Change - Refund Not Issued | Ticket [Edited: Personal information]

I’m following up on a billing issue that remains unresolved, despite being told it was escalated to the Credit Escalation/Finance Department and would be resolved.

I was charged multiple times on an account that I was told would be closed after signing a new 1-year contract with Xfinity on January 7, 2025. During that call, when I inquired about why my bill kept increasing, I was informed by one of your overseas representatives that to keep my monthly bill “low,” I would need to sign a new contract every year. I was then assigned a new account number ending in [Edited: Personal information] and was explicitly told that my previous account ending in [Edited: Personal information] would be closed.

I contacted Xfinity again on March 2, 2025. The representative immediately acknowledged the billing error, confirmed that I had been incorrectly charged, and stated I would receive a refund of $496.25 and that old account would be closed. When I asked when the refund would be processed and the matter resolved, I was told it would be handled within 4 days. Because I had concerns about whether the issue would actually be resolved, I specifically requested a reference number for the call and was issued Ticket [Edited: Personal information].

Despite that confirmation, no refund was issued. Because my debit card was on file as my payment method for that old account, I was wrongfully billed for three consecutive months (January, February, and March) on the old account that should have been closed on January 7th.

Then on May 17, I received a disconnection notice email claiming I owe $537.17 on that same old account ending in [Edited: Personal information] — the one I was told had been closed. I do not owe any balance on that account. In fact, I am owed a refund. This balance is the result of repeated billing errors that still have not been corrected.

I’ve already called, verified my identity, received confirmation that the charges were Xfinity’s mistake, and was given a ticket number for reference. At this point, I am not going through the same cycle again with virtual assistants, overseas agents, getting bounced around to different departments, and wasting my time on an unnecessarily lengthy call with no resolution. This needs to be escalated directly to someone who can resolve it.

I have full documentation and can provide details if necessary. However, if your overseas representative was able to confirm these billing errors on your end on March 2nd, I trust someone else on your team can very easily and very quickly do the same without making me start over.

This should never have occurred, but since it did and I called as soon as I noticed the duplicate charges, it should have been resolved months ago.

With all that being said, it seems as though this forum is where your customers desperately end up as a last resort when all other avenues fail. So here I am too, and I would highly appreciate your prompt attention to this matter and urgency in getting this corrected and resolved now.