Xfinity refuses to refund me

First of all, I will be complaining about the terrible phone service as many of you have as well. It is nearly impossible to speak to a live agent, and the over six hours that I have spoke with a live agent has still gotten me nowhere.

back on May 24 of 2025, I changed my address. I had already done this once before, So I didn’t think this would be too much of a problem. It took me a couple of months, but then I realized I was being charged twice a month for Xfinity (Comcast). I use the app, and I did reach out at this time to verify that the change of address was noted and that everything was good. The agent I spoke with assured me that everything was fine at this time. More months go by and I continuously still get charged twice a month. The long story short is, after nearly 6 months, someone FINALLY figured out that since I had told my representative when moving that I wanted to keep my equipment, I was being charged for that as if I was at my old address, AND a new address. At this time, I was promised that the old account would be deleted, and that I would only be charged once a month for my current location, and that they would refund all of the money they had double charged me for.

Can you guess what happened?

Next month, in January 2026, I am once again charged the same amount on the same date for my previous account and address. I have a two hour long conversation with over five different people about this issue, and once again I am told that my old account will be deleted, and that I will be refunded my money.

This month, they finally didn’t charge me for a place I no longer live at for the first time in eight months (this is now $700 in charges for a place I no longer live at, on top of continuing to be a customer at a place I do live at), but I have STILL not received the promised refund. 

My lawyer was on the phone with me and recorded the entire conversation for my own “ quality assurance purposes”, and the only reason I have not taken action yet is because I am a kind enough person to allow them one more chance through this forum post to make it right to me. I am fortunate enough to say that I was able to afford the overcharging, but I know some people live very budget strict, and this may have ruined them. it is sickening to me to think that Xfinity does not care about their customers well-being enough to make sure that they are not stripping them dry of their money after numerous conversations and acknowledgments of the issue  

At this point, they could give me free Internet, and I would still refuse it just because of how bad the customer service has been and how difficult it is to have problems resolved.