complain about cancellation problem

I need immediate assistance from an official Xfinity employee regarding my account.

Timeline:

• On July 2, I called Xfinity to cancel my internet service. The cusomer service lady suggest me to suspend it with a monthly fee of $8 which she could offer a credit of $24 to my account to cover the fee. I requested a confirmation letter about the suspension service and haven't got it so far, instead, i got an email about the $24 credit. 
• On July 23, I contacted Xfinity again and requested to cancel my Internet service. I was given a Cancellation Reference Number, and the representative told me I would receive a confirmation email that same day.
• I have still not received any confirmation email.
• I also received a new full monthly bill, and my online account still appears to show my Internet service.

I am currently outside the United States, so calling customer service is very difficult.

Could an official employee please:

1. Verify whether my cancellation has actually been processed.
2. Confirm my effective suspension and cancellation date.
3. Explain why I never received the promised confirmation email.
4. Review my billing and correct any incorrect charges if necessary.

For privacy reasons, I will gladly provide my account information through Direct Message.

Thank you.