Overcharged and never refunded

I am extremely frustrated with the service I have received from Xfinity, and I expect an immediate resolution to the following issues:

1. Overcharges and Late Fees

I have been overcharged by $128.42 due to an incorrect fee applied to my account. In December, I visited an Xfinity store in person, where a representative acknowledged the error, adjusted my plan, and assured me that the overcharged amount would be credited to my future bills. However, this credit was never applied, and instead, I incurred late fees. I should not be penalized for an issue that your representative assured me was resolved.

Additionally, I set up auto-payment in-store for my internet—just as I have for my phone bill—yet it was never activated. As a result, I was overcharged again due to the lack of auto-payment. I expect an immediate refund of these incorrect charges to my credit card.

2. Failure to Deliver Promised ‘Bring Your Own Phone’ Rewards

I was promised a reward for bringing my own phone to Xfinity, yet I have not received it. Despite multiple inquiries, I was given false assurances that it would be applied soon. At this point, I no longer trust that the reward will be processed automatically. I expect a physical card with the full reward amount as a resolution.

3. Unacceptable Customer Service

When I attempted to resolve these issues over the phone, my calls were disconnected twice. Being repeatedly hung up on by customer support is completely unacceptable and only worsens my frustration.

I demand an immediate review of my account, a refund for the overcharges, the removal of all unjustified late fees, and the fulfillment of the promised rewards. Please address these concerns promptly and provide a clear response outlining how you will resolve these issues.

I expect a reply within 48 hours. If this matter is not resolved satisfactorily, I will escalate my complaint further.