escalate a complaint

I have been a comcast user for over 5 years -- in 2 states.

I frequently use seasonal hold -- and until last year it worked fine.

last summer the seasonal hold was inconsistent -- it worked some days and not others, and I was frequently charged full rate.

Eventually the issues narrowed to the phone service, where some Xfinity employees marinated that on seasonal hold, all phone service was disabled

   this despite a clear seasonal charge for phone.

  over some 20 calls some reps said the phone forwarding was clearly included, some said it never had been, and some said one then under pressure reversed themselves

  some offered to send documentation that it was included (and did not) some offered to send documentation of the opposite (also never did)

  after the summer several reps said I clearly was overcharged but the credit exceeded their authority -- all asked me to wait on a supervisor who never answered the transfer

The latest rep assured me: that phone service was NOT included

and that there was no way I could get it (e.g., by splitting my account in 2)

And that the supervisor was on the line for me (A LIE  . . . the line just kept ringing for an hour)

I am finally ready to drop your service at both locations

BUT: . . . I wanted to try and make sure someone senior understood that by dropping phone from the seasonal hold you made the system unusable

    and that I still wanted credit for the significant overcharge to my account for the summer of 2020. 

   all your techs clearly see the large overcharge, no one knows how to fix it,