Xfinity Closed My Case Without Providing the Full Refund Promised for 9 Months of Double Billing

I am posting here because my case has been marked as "closed," yet the issue remains unresolved.

For approximately eight months, I was unknowingly charged twice for the same service. As an Xfinity customer of more than eight years, I trusted that my billing was accurate and had no reason to suspect I was being double billed. Unfortunately, I only discovered the issue recently when reviewing my statements in greater detail.

After contacting customer service, I spent considerable time explaining the situation and providing documentation. During those conversations, I was specifically told that I would receive a full refund for all nine months of duplicate charges. I have retained the transcript of that conversation and can provide it if needed.

However, after escalating the issue, I was informed that Xfinity would only refund six of the eight+ months because of a policy limiting billing adjustments to a certain time period. While I understand that policies exist, I do not believe it is reasonable to apply that policy in a situation where:

• The charges were the result of duplicate billing.
• The duplicate charges continued for nine consecutive months.
• I was a long-term customer acting in good faith.
• A customer service representative explicitly advised me that a full refund would be issued.

What is most disappointing is not only the refusal to fully correct the billing error, but also that my case has now been closed despite the matter remaining unresolved.

I am respectfully requesting that Xfinity review this case again and honor the full refund that was originally promised. I am not asking for anything beyond reimbursement of charges that should never have been incurred in the first place.

Has anyone else experienced a similar situation with duplicate billing and had success obtaining a full refund after escalation? Any guidance from the Xfinity team would also be appreciated.

Thank you.