Charging for equipment I do not have.

I received the storm ready Wi-Fi not knowing what it was at the very end of this past December. I realized it was unnecessary after speaking to someone and they explained what it was. I didn’t need it since my Wi-Fi rarely goes out and it’s not a big deal when it does since I like peace and quiet and being zen. I promptly returned it to the xfinity store and got some receipts after returning it, the sweet store employee told me to take pics as proof in case I’m accidentally charged (now it’s super suspicious looking back on them saying it, it’s almost like they were betting that this was going to happen!!!) A month later and I’m charged my monthly fee plus <Edited: "Personal Information"> for this storm ready WiFi device that I do not own. I called and struggled to be prompted to the right department. When I finally did reach a human I spent over an hour on the phone with a representative that said he saw where I returned the storm ready Wi-Fi on January 2nd and I shouldn’t have been charged (I should’ve been credited instead) he admitted xfinity was at fault, apologized numerous times and then he created a ticket. I was confused why I can’t just get my money back since you guys obviously had proof that I returned that device. Then he wanted me to send him pictures of his receipt to his personal email (NOT an email that ended in @comcast or @xfinity) and I said I wasn’t comfortable doing that. He is unable to complete the ticket without the pictures of the receipt from my end (which I see as unnecessary since he can see ITS BEEN RETURNED). So, I have to go back to the xfinity store location to have them complete the ticket. I get texted saying that my ticket has been closed and I think all is well, BUT NO. You still haven’t credited my account. Now you’re sending me threatening emails saying you’ll turn off my WiFi in April and make me pay all these late fees if I don’t pay you for a device I turned in as soon as I received it (might I add, in a box that was never even opened!!!!!!). I told my bank to ONLY pay xfinity for my subscription fee, since I will not be charged for a mistake you guys have made. My case number is <Edited: "Personal Information"> if you could fix this.

Since you always ask for feedback on your customer service…. I’m at my wits end and become irate after suffering through your automated systems via phone calls and messaging. I would be calmer if I didn’t have to yell “AGENT” and “OPERATOR” at my phone and spamming 000000. If there was one quick button to connect with a representative that would be super helpful. I’m annoyed just thinking of dealing with your automated system tomorrow and thinking of driving out of my way just so I don’t have to deal with it. And if!!! Your store manager says they are unable to refund me or credit me since an additional ticket needs to be made then I will have them speak to your online representative since I will not deal with incompetence or people trying to scam me. It’s really concerning that you don’t screen your online chats and call centers. I feel uncomfortable that he had access to all my personal information and giving out his personal email. I remember his last name was Singh and his name is on the ticket since the xfinity store manager showed me the ticket. He needs to be fired for the breach he made on your company.