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Months long issue with bill and no help

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Months long issue with bill and no help

I’ve been with Xfinity for over seven years and never had any big issues or complaints besides the spotty service. I was paying about $70 a month for Internet. Last January I got a charge for An extra $200 on my bill because it said we’d gone through two terabytes of data in one month, somehow, with three people and no changes. I’m a single mom with two kids, and that on top of my normal bill put me behind. My hours went down when COVID 19 hit and I am still behind because of these charges. I have called and chatted at least ten times and gotten transferred all over or promised calls back that don’t come. I’ve had multiple reps tell me that we could not have used that much data but that they could not help with it and I would need a call back. I’ve talked to data usage people who told me “it looks fine to me” but couldn’t say what device or how it was used or any information. I’ve talked to escalation people who always transfer me but never to a supervisor. I’m set to be disconnected if I don’t pay a past due of $180 by Friday and I don’t have it all. I will end up canceling my account and getting a new deal elsewhere because I’ve tried communicating and am out of options. I hate to do it after seven years. If I can get that credited, I’ll be back up to date and Xfinity can continue to take my normal payments for years to come. If anyone can help me with this, I would really appreciate it. Money is tight and I’ve had panic attacks over this. Thank you. Also, I’ve never posted here before, so let me know if I post anything I shouldn’t.