Xfinity reactivated an old account WITHOUT my consent and refused to refund me

TLDR -

I have been an xfinity customer since 2009 and never had an issue until now..

I have been double charged by Xfinity over 8 months and they refused to refund the entire amount. Xfinity reinstated an old account without my consent and knowledge, and that’s right after they open/sold me a new contract/account. As a result, I was double charged for the SAME SERVICE, under the SAME NAME/HOUSEHOLD, and SAME ADDRESS for over 8 months.

i found out that they open a new account and reinstated my old account and had 2 running

 contracts with the same service, resulting in double charge. When I called them out, they would not take responsibility and said that per company policy, they are only allowed to refund 4 months?! However, I have only seen an Xfinity credit of $59.15, and nothing more. (after they overcharged me over $600 in the past 8 months).  What a slap in the face.

I wish I could post pics of all the duplicate billing statements and convos … but below is a timeline of events.

someone please help escalate this for my full refund. Thanks

timeline

March 2022: My internet service was disconnected. Didnt contact Xfinity because I thought it was a modem / hardware issue. 

April 2022:    Found out my card on autopay got flagged so service was disconnected because autopay didn’t go through. Contacted Xfinity to reinstate service and was told that I was eligible for a promotion and they will start a new contract. They sold me a new plan.

Aug 2022:    I received a double text notifications that a payment of $60 and $71 has been made to Xfinity I thought it was a mistake. I only should be paying $60/monthy.

Sept 2022:   Contacted Xifnity and upon investigating , the rep said I have a second pseudo account but they were unable to see the pseudo contract or any account information. All they know is that there is a second account with the IDENTICAL NAME / HOUSEHOLD, IDENTICAL SERVICE / IDENTICAL ADDRESS.  The rep assured me i would be refunded and everything would be fixed. The psuedo account (aka account number 2 - never authorized by me) will be terminated.

Oct 2022- Dec 2022: I went out of country. 

Dec 7 2022: Upon returning, got several text notifications from Xfinity that i have been making payments to them (getting double charged every month) for 1. an authorized account $60/monthly and 2. An UNAUTHORIZED account  I NEVER signed up for or reinstated $71.70~/ monthly. I never setup autopay for the unauthorized account, im not sure how the card number got sync to the unauthorized account.

Today: Called Xfinity and learned from them that the rep i talked to back in march to reinstate my service sold me a new plan AND ALSO  reactivated my old plan (without my authorization, consent, or knowledge), resulting in duplicate services under the same name, same service, same address. 

I logged into my online account and found out that I have been double-charged by XFINITY for 8 MONTHS and when i brought it to their attention, they admitted their fault but is only refunding me $59.15? I was overcharged OVER $600 dollars.

I asked to escalate the situation and was blamed by a supervisor in a returning call for not contacting Xfinity earlier. I never received a bill for the unauthorized account. I only found out when I suddenly got a text notification that two payments were made to xfinity in the same month (2 days apart) in Sept. And when I found out on Sept, I called xfinity IMMEDIATELY. They told me they would refund me and terminate the pseudo account. THEY NEVER DID.

I CANNOT DISPUTE IT WITH MY CREDIT CARD COMPANY SINCE IT HAS PASSED THE  60 DAY GRACE PERIOD. 

can someone please help escalate this issue. I’ve been an xfinity customer since 2009.