Store Failed to Process Return

I am submitting this formal complaint regarding my experience at the Xfinity store located at 1253 New Britain Ave, West Hartford, CT 06110, beginning on February 14, 2026. I am seeking immediate resolution of ongoing billing issues and charges resulting from misinformation provided by store representatives.
On February 14, 2026, I visited the store to inquire whether I was eligible for a device upgrade. I spoke with a representative named [Edited: Personal Information], who informed me that I would qualify for an upgrade if I also subscribed to Xfinity Internet service. He explained that, through current promotions, I could receive an iPhone 17 Pro or Pro Max with a trade-in of my iPhone 16 Pro, along with an Apple Watch through an internet promotion, paying only applicable taxes while receiving monthly bill credits.
I informed him that my current device had a cracked back but remained functional. He advised that I would still qualify but would receive only a $400 credit instead of $1,100 due to the damage. When I declined, he suggested filing an insurance claim through Assurant to obtain a replacement device, which would then qualify for the full $1,100 credit. Following his guidance, I paid a $100 deductible for the claim and returned two days later as instructed.
At that follow-up visit, while reviewing the agreement, I noticed the credit listed was only $400. After checking, [Edited: Personal Information] admitted he had provided incorrect information and that I was not eligible for the $1,100 credit because my original device was not fully paid off. By that time, I had already incurred multiple expenses based on his representations, including a Frontier internet cancellation fee, the insurance deductible, activation fees, and taxes on the Apple Watch received under the promotion.
I requested to speak with a manager, who identified himself as [Edited: Personal Information]. He acknowledged the misinformation, apologized, and advised me to return the replacement device to Assurant for a refund. I complied and ultimately received the deductible refund.
On February 26, 2026, I returned to the store again to return all Xfinity equipment. [Edited: Personal Information] was not present, but a representative accepted the Wi-Fi equipment and issued a receipt. I was instructed to return the Apple Watch the following day when [Edited: Personal Information] would be available to waive the $35 restocking fee. The acting manager at the time, [Edited: Personal Information], refused to waive the fee, stating she did not want the cost to impact the store’s budget.
The next day, I returned and provided the Apple Watch to [Edited: Personal Information]. He stated that because the device had been deactivated, the return would be processed internally and no receipt could be issued. I insisted on written proof, and he provided documentation including the device IMEI number and signatures. He assured me I would not be charged.
Two weeks later, my bill reflected charges for the Apple Watch. I returned to the store and spoke with [Edited: Personal Information] and another representative via video. They acknowledged difficulty processing the return because the device was inactive and noted my account on March 10 confirming that I had returned the watch on February 27. I was told they were awaiting a shipping label to send the device to the warehouse.
It has now been over a month, and despite numerous calls and store visits, the matter remains unresolved. I have spent hours on the phone, been transferred repeatedly, disconnected, and instructed to return to the store multiple times without resolution.
This situation has caused significant frustration, financial inconvenience, and loss of time. If this matter is not resolved immediately — including removal of all improper charges and written confirmation of account correction — I will pursue further action, including filing formal complaints with regulatory agencies and seeking legal counsel.
I request prompt investigation and resolution of this matter.