Xfinity created two accounts causing duplicate charges

I began an internet service with Xfinity in July 2025, at a monthly fee of $61.36 with autopay. In March 2026, I found out that Xfinity set up the second account for me at the same address since August 2025 without my authorization and approval. Xfinity charged 8 months for this account. I chatted with a live agent in Xfinity. He disconnected the second account and had a refund team member call me back. By phone call, the refund team member told me that since I never used this account, I will get full refund. She will set two refunds; one is $194.28 and other is $ 255.64. In April, I received the first refund of $194.28. When I was waiting for the second refund, I realized that the remaining refund is incorrect. Xfinity had been charging me for 8 months, $61.36*8months=$490.88. I reached out to Xfinity live agent. I told them the calculation of the amount is incorrect. The remaining should be $296.60. It was short $40.96. I asked them to correct it and make the remaining refund as soon as possible. I contacted them every month from March to June to request the remaining refund but was told that it is in process. In early June, I requested to talk with them by phone instead of live chat. Someone called me back and confirmed that the calculation was wrong. He said he would do something at his end. But I didn’t receive the remaining refund from Xfinity. I reached Xfinity again on June 17. The live agent opened ticket twice, but Xfinity couldn’t approve the request. He asked the supervisor to look at my request. However, the supervisor keeps saying Xfinity’s information is accurate per their policy. I have received a refund of $194.28; no second refund will be issued. This is ridiculous. I went to a Xfinity store. I was told to come back the second day to see store manager. The store manager totally agreed Xfinity should refund me $490.88; the remaining is $296.60. He submitted a ticket, but I got a text message saying Xfinity couldn’t approve the request. So, the manager submitted another one and told me that Xfinity oversea’ s team will review it, and I will receive an email in a few days. It has been two weeks since the manager escalated the refund request. June 30, I emailed the manager. He said he would take a look and get back to me. But he didn’t. I emailed him again on July 1, but no response.

Xfinity created the account without my authorization and made the mistake on the refund amount. I request Xfinity to make the remaining refund of $296.60 as soon as possible.