Early Termination Fees and misguided by customer reps

Hello!

I recently canceled my internet service. Prior to canceling, I called to confirm there is no early termination fees if I cancel. The customer service rep confirmed that. At the time of returning my equipment (modem) I asked the same question to the store rep. He also confirmed the same. On July 14, I was charged a early termination fees on my account.  I called customer service mid August to dispute. They said they created a service ticket and that it'll be refunded. I then called on September 4th to follow up, they said the refund has been initiated on Aug 17, I should receive the refund by September 10. I did not receive the refund. I called on September 20 and the customer rep this time said there were no disputes, no tickets or no call logs from me since I cancelled. They said they don't record calls for cancelled accounts and that customer service reps misrepresent information for the sake of their metrics (to make them look good in solving problem for customers). I was really shocked, disappointed and felt cheated. If this were true it is a serious customer service problem. There should be accountability, transparency and integrity in the way Comcast does business. Please reach out, I can provide details (service address, account number etc)

Thanks,

Senthil