We cancelled 2 of 3 phone lines on our account in March 2022. One of those lines has been active with AT&T since March 2022. We just learned today that we were billed for all 3 lines for 11 months. Since we were paying for the 1 remaining line, we hadn't looked at the billing details and didn't realize that we were being charged for all 3 until we just cancelled the final line.

I spent 30 minutes on the phone on at 3:30PM PST on 3/2/23 and was told they'd refund $540 for over-billing the 2 cancelled lines. 

Hours later there was no reference in my account for the $540 refund for the over-billing. I called again at 7:22PM PST and spent ANOTHER 1 hour and 45 minutes. The first 45 minutes were with "level 1" support. She confirmed again the $540 refund. She also sent me an email confirming an additional refund of $90.24 for the remaining balance. She said the separate $540 total refund was above her approval level, so she sent me to "level 2" support to get it finalized.

I then get this thoroughly incompetent girl who insisted she had to reconfirm details on each individual bill - Again - which I'd spent the past 45 minutes getting confirmed. After 30 minutes of "confirming" every detail again, she left me on hold for 10 minutes. She then returned and asked "And what is this refund for"?  It was stunningly moronic. At this point it was 1 hour and 35 minutes on the calls between the 2 agents. She then tells me they'll only refund $270 for the over-billing and sent me an email confirming that. I decided not to fight for the full $540 because I'd lost a total of 2 hours between the calls and was too disgusted to deal with it any more.

I then asked her to confirm the $90.24 refund that was committed in writing via email. This incompetent then says "I don't see that on my end so we're not refunding it".  Basically said I don't care what you got in an email, I won't process that refund. At this point, after 1 hour, 45 minutes, she just hung up. 

I'm going to elevate this and will search LinkedIn for senior customer support executives and bombard them with emails. It's not even about the money, it's the sheer incompetence to fix an error made by Xfinity (which they fully admitted they made the error), to then spend a combined 2 hours on the phone trying to resolve it, and then to have some ignorant agent make an arbitrary decision that she's not going to provide a refund that is confirmed in writing.

In addition to mobile service, we've been XFinity customers (cable and internet) for 15 years. We'll now move to another service provider.

Both emails confirming the refunds pasted below.

FIRST EMAIL: Received 3/2/23 at 8:07PM PST

Look for a credit on your account