I need to speak with upper management

I don’t mean to sound like a Karen, I’m just more confused than anything. And I’m pretty shocked as well. So as some context, I used Xfinity as my internet provider from September 2024- September 2025. I left my apartment to move in with someone who already had an internet provider, so I called Xfinity. I didn’t know how long I would be staying with the person I was moving in with, so the representative I spoke to said I could place a seasonal hold on my internet until I move into a new place or decided to cancel and I wouldn’t have to pay any cancellation fees or anything. That sounded like a good deal, as I wouldn’t be bound to contract or have to pay to cancel anything. So as February was ending, before the hold continued to March, I had decided that I would stay at the new location I was living longer and decided to cancel my seasonal hold. Or at least that’s what I tried to do. I first called on February 28 to try to cancel and they said that they weren’t able to, but they would “restart the service” so they could cancel it the next day, as if it was impossible to cancel a hold or something. I thought whatever that’s fine.

I called the next day, the 1st and they had the same issue. They just flat out said they couldn’t cancel it. Not that they wouldn’t, but they couldn’t. Like they weren’t able. I don’t know how that is possible or how that is allowed. How can they just not be able to cancel it. They said they would submit a ticket for “upper management” and, because it was the weekend, I would have to wait until Monday the 2nd to get it done. I didn’t want the month to have rolled around and be charged to hold another month, so I got confirmation that I wouldn’t be charged for another month of holding if they completed it on that Monday. I recorded the call, and the agent confirmed that they could back date the cancellation and I wouldn’t be charged.

Then today, Monday, and the first weekday of March, I called again. First, even though I called to cancel, they directed me to loyalty retention. That’s odd. The agents from the previous days were unhelpful but kind. But the person I talked to on Monday was dismissive and lied to me. She said she cancelled the hold, but my account does not reflect that. And she said I would be charged for another month of hold. I told her what the old representative said, and after a bit of back and forth, she seemed to acquiesce. However, the hold is still on my account and my account still reflects a charge. I don’t know what to do or who to speak to, but I don’t think I am asking a lot or that my request is a difficult one. Who can I speak to that can help me resolve this? If I didn’t reach out here, it seems like hold would just continue indefinitely and no one would be able to cancel it and I would be charged month and month again, even when each representative I’ve spoken to have assured me that they would backdate the cancellation so I wouldn’t be charged for month. Thanks.