Can't get ahold of customer service for an answer

Xfinity does not have a customer service email address and the customer service phone number has proved to be useless after over 4 hours of trying to get some answers, so I am posting here hoping to get a response.

I ended my Xfinity WiFi service last month due to moving out of state, to a location where Xfinity does not service and where my new apartment building provides WiFi for residents, so it was no longer needed. I returned my equipment the same day that I spent over 3 hours trying to cancel my service over the phone.

Yesterday (almost exactly a month after cancelling my WiFi service), I received an email stating that I had an outstanding balance of $151.97, and that if I did not pay this balance, I would be placed with a collections agency. I confirmed that this email was not a phishing email, clicked the “make a payment” button on the email, and was redirected to login to my account through the Xfinity website. My account showed only a balance of $85.97, which I paid immediately.

I have also received two emails stating that I have not returned my equipment. I have the receipt from my equipment return at the Xfinity store, with the date, and my account number listed on the receipt.

I called the customer service phone number immediately, because something is clearly not right, and I would like to avoid being placed with a collections agency, as well as clear up what is going on with my equipment.

I spent over 2 hours on the phone again, asking if my account showed a balance on their end, and why the balance of $151.97 in the email suddenly became $85.97 when I logged into my account. The man that I spoke to kept alternating between telling me that I need to pay $151.97 still, and that there was no balance needing to be paid in my account, and that MAYBE I had received a $65 credit to my account that would have lowered that amount, but he was not able to confirm that. I asked if he could confirm if I am being set up with a collections agency, so that I could get ahold of them, but he said he was not able to give me that information because it is “confidential” (I am the only person on the account, and I was the person speaking to him). He told me that using the app or logging into my account via the website is not going to be accurate because I ended my service a month ago and the account is inactive. He suggested maybe I go into an Xfinity store to get this sorted out, but, as I mentioned previously, I moved out of state, where Xfinity does not service, so there is not an Xfinity store in my state, and the closest one is over 3 hours away.

When asking about my equipment and if it showed that it had been returned on his end, he said he was not sure.

Not sure where to go from here, not sure if I still have a balance in my account or if I will be placed with a collections agency, not sure if my equipment ever made it back after bringing it into the store.