Billed for an account that doesn't exist.

Hello,

I recently noticed, very irresponsibly of me, that I was getting billed twice for my Xfinity Mobile bill for the past 17 months. I reached out to the customer support phone number but they were unable to identify where the 2nd bill was going.

I currently have 1 line open for Xfinity Mobile but I have 2 different transaction numbers under my Order History. 1 of which contains the correct and currently used eSim, the 2nd containing an eSim that has never been activated. I have been paying for another line for the past 17 months from September 2025 back until May 2024. I eventually reached deeper customer support and was told that a back-end team would locate the 2nd eSim that is not being used and that I would receive contact from them. I have not heard back from them since I last spoke to them September 24th 2025. Every agent/representative that I have gotten to talk to has told me that they cannot identify where that money is going nor can they locate the account that I am supposedly paying the 2nd eSim for.

I have bank statements to prove I was being charged for 2 lines and have proof that only 1 of those lines is active. 1 line being charged to 1 bank and the 2nd line being charged to a 2nd bank. I have already filed fraud through the 2nd bank for the 2nd line as I have never received the eSim not signed up for 2 lines.

What else can I do to get the refund/money back?