[Urgent] Severe billing issue requiring immediate attention

In August 2025, I moved from one apartment to another. Due to a slight overlap period in lease, instead of transferring the service, I started a new service at my new address and then cancelled my old service at my old address after I moved out. I called customer service twice during this time to get my cancellation figured out and I was told that my cancellation was successful.

However, I recently found that my old service had never been successfully cancelled so I have been getting billed on autopay for about a year now. I called the other day to get a refund on the payments and to cancel my old service. During the call, I was told I would get a confirmation email in 24 hours as well as an email about my refund options. It has been over 24 hours and I have yet to receive anything and my old service still looks active. I would really like to get this issue resolved ASAP. It's a bit frustrating that it takes this much time and phone calls to simply get a service cancelled and get a refund.