Billing error – ECM00125864 – misapplied payment and surprise $198 charge

Hi, I’m looking for help from Xfinity support / escalations with a billing dispute tied to ticket ECM00125864.

• I signed up for a 1‑year Xfinity plan on [date].

• A few days later, an Xfinity representative called me and told me that I would not have anything to pay for the rest of the year and that I would not receive any invoices or need to make any payments for the rest of that term.

• Recently, I was hit with a surprise $198 charge dated January 4.

• I was told this was related to an error where a payment from another customer was incorrectly applied to my account and later reversed, but this was never clearly explained or documented to me at the time.

• I relied on the representative’s statement that I owed nothing for the rest of the year when planning my finances.

• I was also told that calls are recorded, but support says they cannot find the call where your agent told me I would not have to pay anything for the rest of the year.

Ticket ECM00125864 was created, but I need a clear resolution:

1. Removal or full credit of the $198 charge, since the situation stems from Xfinity’s own misapplication of a payment and conflicting information given to me by your agent.

2. Confirmation in writing that my account is in good standing and what, if anything, I will owe going forward.

Could an Xfinity employee please review ticket ECM00125864, pull any relevant call logs/notes, and contact me? I am happy to send my full name, service address, and best contact number via direct message.

I have already escalated this issue spoke with Joy extensively and would like to escalate to the issue to the “Executive Customer Relations” / “Executive Escalations

Thank you.