device returns

Today I tried to return a small TV box from my bedroom online. The Return Equipment link did not show the device that I wanted to return so I called Xfinity and they deactivated the device for me and told me to take it to a Comcast Store which is over 30 miles from my house since they closed my local Comcast store. I told her that I would like to print a pre-paid shipping label for return. In the mean time what ever the agent did locked my account so that I cannot access it any more on my desktop or laptop computers. And since the web site would not allow me to create a return label she told me to go to UPS and they would create a label for me and bill it to Comcast. This turned out to be completely false. I called again and the next agent had me to access the return page on my phone through a text link. The device still did not show up. She wanted me to pick my main TV box as the return and create a label for it to use for the return. I started this process and by doing so it indicated that the device would be  deactivated as well. She told me that it would not deactivate the device but I do not believe her because I have been told this before with Comcast Representatives and my service wound up being cut off. Finally I told her that this was a bunch of [Edited: Language] ]and hung up. I have returned devices previously by printing a pre-paid label. Why is it such a problem this time? It is rediculous at all the trouble comcast representatives have caused me in recent years. I have spent hours on the phone trying to get things that are out of my hand corrected and every time it happens all they say is how sorry they are. No reimbursement of any kind. Two weeks ago me and my neighbor were without service for two and one half days because there were fewer than five people without service in the area. It was not a priority to get us back online. When service man came out it took only 15 minutes to get service back on. REDICULOUS.