Request for Executive Customer Relations Escalation – Unresolved Xfinity Mobile Refund

I am requesting assistance escalating an unresolved Xfinity Mobile billing dispute to Executive Customer Relations.

I was charged $42.45 for a mobile line that I never activated or used. When I originally signed up for Xfinity Internet in August 2025, a mobile line was included as a one-year free promotion. However, when Xfinity attempted to install the SIM card at my home, my husband declined because we had not ordered a phone line and only wanted internet service.

On October 13, 2026, an Xfinity representative confirmed that the device had never been activated and told me to contact Xfinity after October 22 to receive a refund of the $42.45 already paid.

The account was canceled on October 14 before the refund was processed.

When I contacted Xfinity again on November 6, another representative refused the refund because the account had already been canceled.

I also discovered an additional $2.38 in taxes and fees on my November mobile statement. I have copies of both conversations and the billing statements documenting this issue.

I am requesting escalation to Executive Customer Relations for a review and resolution of the outstanding refund.

Please let me know how I can have this matter formally escalated. Thank you.