Why am I receiving a past due notice for an account I closed two months ago?

Hello -

On April 28th, I visited your Charlottesville store to return my equipment and cancel my service. I spoke with Brittainy Stevens. She reminded me that I still had a cable card. So, I returned that to her on April 30th, and she assured me my account was terminated. 

In early May, I received a bill for my normal monthly charge. I called customer service on May 17th at 9:41am and spoke to Ian. He assured me I was “not obligated to pay the bill” since I “haven’t used the service.” He further stated, “I guarantee you will not be paying.”

He then transferred me to Steve in the Retention Department, who assured me I had no internet and no cable, and he just needed to cancel my landline.

On May 20th, I logged in to my account and noticed that it still showed a balance due. I chatted online with your representative, Moriangthem. After investigating the situation, Moriangthem assured me, “I have checked your account details and as you have cancel your services, the bill of $227.38 has been waive off and now you have a credit of $12.80. So you do not need to pay anything, and please ignore the bill of $227.38.” (See  screenshot below)

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So, I was very surprised when, on June 11th, I received a new bill informing me that my bill was past due. I was now being charged for two months of service, plus a late fee.

Again, I reached out to your customer service team, this time speaking with Lalit. After reviewing the situation with her, she apologized for the trouble and assured me that I am “not obligated that you have to pay the bill as it is only going to return to $0.” (See screenshot below)

[Edited image: "Personal Information"]

When I asked when I’d be able to see the final bill in my account, she said “It will generated for you within 24-36 hours, and please be assured that until the final bill is generated, you don’t have to pay a penny, as your amount is $0 shown in the projected balance.” 

[Edited image: "Personal Information"]

That was 10 days ago, and my bill has not changed.

My question is: What am I doing wrong? Why does Xfinity continue to show that I have a past due balance when the five Xfinity representatives I’ve interacted with have all assured me that my account is cancelled and I don’t need to pay my bill? How am I supposed to resolve this if everyone from Xfinity whom I speak with assures me I don't need to pay the bill, yet when I look at my account online it tells me my bill is past due?