Urgent: Refund Request for Unused Service – Escalation Needed

I have spoken with more than seven support agents regarding this issue, and it is becoming increasingly serious because I am owed a refund for a service I no longer use.

I originally had Xfinity while living in my apartment. However, due to unforeseen circumstances, I had to move and subsequently canceled my Xfinity plan on September 19th. Despite this, the cancellation request was never processed, and I continued to be charged monthly for a service I was no longer using.

On December 24th, I called and spoke with an agent who assured me that the service would be canceled and I would be refunded for the charges. However, a week later, I was billed again. Upon contacting support, I discovered that the account was still active and auto-billing was still enabled. I cannot understand why the previous agent assured me the issue had been resolved when no action was taken.

I have since been in contact with multiple Xfinity agents, trying to recover my refund of $419. I have had two support cases opened, both of which were closed within hours with responses such as "We are unable to refund the account" or "Your account refund request was closed."

One agent informed me that the refund was denied because I had not returned the equipment. I explained that I no longer have access to my previous apartment and cannot return the equipment. The agent said the cost of the equipment would be deducted from my refund and provided me with a ticket ID. However, no case was logged or opened, which I found extremely disrespectful, especially after such a detailed conversation.

Today, I spoke with two more agents and once again provided the same information I have reiterated repeatedly. One agent opened a ticket and assured me the issue would be resolved, yet within two minutes of ending the live chat, I received a notification that the case had been closed with the same response: "We are unable to refund the account."

I am struggling to understand why it is so difficult to obtain a refund for a service I have not used for several months. As a loyal customer, this entire experience feels like a slap in the face.

If the support agents cannot resolve this, I kindly request the contact information for a higher-level representative who can address this matter. I have saved all chat transcripts and will gladly provide them if needed.