Corporate Escalation Request – $104.48 Payment Misapplied to Internet

Hello, I am requesting assistance with an unresolved billing/payment issue that has already gone through Xfinity customer service and a supervisor.

On 09/01/2026, I accidentally made a $104.48 payment to my Xfinity Internet account instead of my Xfinity Mobile account. I immediately contacted Xfinity and was told that the payment could be applied to my Xfinity Mobile balance. I was also told I would receive an email confirmation and see the adjustment reflected in my account.

A subsequent agent verified that the $104.48 payment had settled my Internet bill and confirmed that there was no $104 credit showing as a credit to my account. I was then transferred to supervisor Richard. Richard confirmed that I wanted the payment moved from Internet to Mobile and stated that he would check and take care of it.

I remained in the chat waiting for his response. The chat was then paused due to inactivity even though I was waiting for the agent. I messaged that I was still waiting, and Richard ultimately left the chat without resolving the issue. I have the complete chat transcript documenting this interaction and can provide it upon request.

I am requesting that the $104.48 payment be properly applied to my Xfinity Mobile balance and that I receive written confirmation of the correction. I would also like this matter reviewed as a customer-service escalation because I was given conflicting information and the supervisor ended the interaction without resolving the issue.

Thank you.