Failure to cancel my account upon request

I filed an FCC complaint about a service plan discrepancy. When I was contacted by Executive Support, I provided the information supporting my complaint and they agreed that I was not provided with the plan what was promised by a rep. Executive Support then provided me an email for my records indicating that there would be no early termination fees upon cancelation. I then canceled my account while on the phone with a rep who ensured me that the account would be canceled with no early termination fees. I checked today and it shows my account as still active and that I will be charged for the next billing cycle. Do I have to file another complaint to work with someone that is actually customer focused? I really don't know why I'm posting this here. It feels like no one at Xfinity wants to help customers.