Customer service and mobile

Up until this point I have loved Xfinity. I used them multiple times and had no issues. Unfortunately, had my first one today and it was very disappointing. Customer service can usually be very friendly, Sometimes a little too friendly, but it’s fine. However, today I had my first hostile encounter. I’ve been charged with a mobile subscription that I never used. Apparently, when you get Internet, they offer you a mobile as well. I use the Internet and never touched the mobile, but still got charged Months after I canceled my Internet. I spoke to someone earlier who made a note and transferred me to a different department just for the refund. When they connected me I spoke with AJ who was aggressively explaining things and refusing to refund me for a service that I didn’t use. AJ made comments about how they had my social security information and questioning me how they would’ve got that information if I hadn’t given it to subscribe for a phone. I explained that I gave it for the internet subscription, but the rest I’m unsure and that’s my concern. He said stated “you’re telling me if I read this number to you it won’t match yours.” I said yes because they have a different phone number than my own phone number which has been the same for years. I also explained that this happened last month when they tried to charge me and that they stated they resolved the issue but clearly not as a month later I’m doing the thing again. He stayed silent and then responded with “ well what about this other ID number” to which I have no clue what he meant, not that he wanted to explain what it was.  He said well “you should still be charged for the subscription even if you didn’t use it” A subscription that I explained I wasn’t even aware of! I said okay if that’s how Xfinity works charge me for a service I had no awareness of and then please delete my account and card information (something I had spoken to them about about when I first canceled months ago). He then proceeded to remain silent and the line went dead. Still unsure if they removed my card information and will be talking to my bank asap. I explained the situation to my partner who stated this was the most unprofessional and hostile encounter he’d heard of and that I should make it known. He questioned if maybe he should’ve been the one to call instead as perhaps AJ took more freedom with aggression upon hearing a female. Wasn’t happy with the overall lack of support especially when I’ve been with Xfinity for years now. I will definitely be sharing this experience with friends and family who I had previously recommended Xfinity to and hope to never encounter them again. Also- fyi there’s no way to delete your account via the app and clearly in person calls don’t take well to that request.