Executive escalation needed: phantom equipment fees, closed refund case, blocked chat

I need an Xfinity employee to escalate a long-running phantom-equipment billing dispute to Executive Customer Relations/corporate billing.

The account has Internet Essentials Plus at $29.95/month and uses a customer-owned ARRIS/Motorola SB6141, HFC MAC [Edited: "Personal Information"]. Please do not restart, deprovision, replace, or change that modem, the working internet service, or the plan.

Xfinity billed two devices that the customer never received, possessed, installed, activated, or used:

• Cisco DPC3941T, serial [Edited: "Personal Information"]: $15/month Internet/Voice equipment fee
• TV box TX061AEI, serial [Edited: "Personal Information"]: $14/month TV equipment fee

The charges appear from October 2024 through removal. Order [Edited: "Personal Information"]removed the phantom devices, but the full retroactive refund remains unresolved. The claim is for both fees for every affected month, roughly $667, plus a written equipment audit showing delivery method/date, installation or activation records, and usage history for both devices.

Refund case [Edited: "Personal Information"] was supposed to be reviewed by September 24 with an email to [Edited: "Personal Information"]. On September 18, billing agent Shourya confirmed in chat that [Edited: "Personal Information"] was closed and "there is no information mentioned for this case." No closure date, resolution amount, date range, explanation, or email was provided. We dispute that closure and request that the case be reopened and escalated immediately.

A separate case, [Edited: "Personal Information"], is only for $10.97. Shourya read its record as "Credit applied successfully," amount $10.97, closed September 18. Another agent later called the same case pending and automatically closed. This contradiction does not resolve the larger refund.

The account ledger is also inconsistent. One agent confirmed a -$1.04 credit balance after a full $62.14 current-bill adjustment, while Xfinity Assistant later showed $21.22 due and an older $32.19 tile. Please provide the actual adjustment history, including credit [Edited: "Personal Information"] ($29.90) and every entry tied to HS487SERV, then state the true balance and due date.

Technical ticket [Edited: "Personal Information"]is separate. The Xfinity app falsely shows the active customer-owned SB6141 offline and shows stale billing data. The promised two-hour Advanced Technical Support SMS never arrived.

Live chat agents repeatedly refused or failed to transfer to a supervisor. On September 18, agent Vanshika wrote that a store "will reimburse the complete charges since October," offered only a $30 chat credit, then wrote "I am connecting you with my sup." No supervisor joined, the chat dropped, and both Billing and Troubleshooting chat routes began returning "Sorry, something went wrong and I can't connect you with an agent right now." A store visit is not a valid substitute because the disputed devices were never possessed and there is nothing to return.

Please have an actual Executive Customer Relations/corporate billing representative respond here and:

1. Reopen and escalate [Edited: "Personal Information"] with the full refund and audit scope above.
2. Provide the new escalation number, owner, due date, exact amount, and months covered.
3. Reconcile the ledger in writing.
4. Get Advanced Technical Support to repair [Edited: "Personal Information"] without changing the active modem, service, or $29.95 plan.

FCC complaint [Edited: "Personal Information"] was served on Xfinity on September 18. We are preserving the written record for the FCC and an Illinois Attorney General filing if Xfinity does not provide the full refund and records.