Cancellation ticket logged last night, but service still active and chat claims no record

At approximately 7:45 pm ET on Weds., October 7, 2026 I spoke with an Xfinity representative in the Customer Retention/Cancellation department. I requested to have my service cancelled and disconnected effective at 11:59 pm ET that evening. A reference number of 1002162922333099 was provided to me along with a promised refund of $64.51. It is now past 12:50 am on Thurs., October 8, 2026 and my service remains active. When I contacted support tonight, agents claimed they have no record of the cancellation on file.

Could an official employee please review my account backend logs, honor my original cancellation timestamp, and ensure my service and billing are properly terminated as requested?

Thank you.

Mark