How can I have a resolution to my year old issue regarding my mobile account?

Since last Sept. 2022, I have been in constant contact with mobile support to no avail. It was like talking to a call center from an alternate universe. They always tell me you don't have to worry, this is going to be the last time you call us. Wrong. I just spend more than 3 hours this morning with an agent. And at the end, he transferred me back to the collection agency! The collection agency is there to collect, not to solve Xfinity's problem. And the collection agency send me back to Xfinity internet! I contacted 7 on your side, hopefully, they can talk to the higher ups in Xfinity. Call centers can not help me! The store can not help me or wouldn't. I have wasted so much time dealing with this issue. Isn't there an auditor in Xfinity who goes through all the problems and the solutions? Mine is a simple issue that shouldn't be this complex. I returned and cancelled my service within the specified time. Someone just didn't update my account on time. How can Xfinity be charging someone without a phone and service? How am I using the mobile service without an actual service and device and sim card? And I never once use the phones! I do not curse and so do my wife and daughter, but this issue is a special occasion for a curse word, at least!   

I already got in touch with the office of Mr. Tom Karinshak and his staff has escalated my case to Xfinity resolutions. Ms. Janae made a research on my account and discovered the errors made on my returns by the Texas warehouse staff. She made the necessary adjustments and last I check, I do not owe anything on my account. But there is still the question of the collections on my account given to Credit Collection Services. I made a call and my case is still not resolved. I will call back Monday and ask again. I hate to have my exceptional credit score ruined by inexperienced personnel. It will take a lot to correct a negative entry to my credit once entered! I have been very diligent in contacting customer support for the past year, yes, Year! Always finish a chat with this words from an agent, we made the corrections to your account and you don't have to worry!

I share your pain.  It took me over a year to get an Xfinity billing error resolved even though I was told my two different tier 2 support people that the problem was fixed.  It was finally fixed by the "executive resolutions" department but even those higher level, US-based native English speakers had difficulties.  Xfinity's billing system is apparently so complex and rigid that once an error is made, it's virtually impossible to correct.

@gan525604b Understood. If you do end up needing us just please send us a direct message and we can absolutely tackle this together. 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

@user_GokJa I am sorry for the delay you have experienced with the ticket you have for your Xfinity Mobile billing issue. I would be happy to review the ticket for an update. 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message