Xfinity Agent says that I can contact our billing team fo $100 home visit charges waived off after technician is visited at my placed

Xfinity agent says that I can get the $100 home visit charges waived off later once technician is visited at my placed. I can contact our billing team on 1800-934-6489 . They will get you refund on my account. 

Help me understand why I have to call the billing team to get refunded if the issue has to do with Xfinity not able to activate my service since the previous tenant did not cancel his service and left the old modem behind the apartment unit.