Xfinity Access Fee for Mobile lines

After a recent move, a $20 access fee was added to two of my mobile lines because of a mistake with billing. I went to the Xfinity store and was told that the fee would be removed and the mobile and cable bills would be tied together, preventing it from happening again. But the fees still appear on my bill.

I reached out through chat and was told to call in. However, when I did call, the call does not go through once I navigate the menu to go to a customer support person.

Is there any other way to get this charge removed? If I go to an Xfinity store it is almost always when Tier 2 is off and then nothing gets resolved.

Thank you.