Duplicate account for same address

I tried setting up my xfinity internet account online, but they never sent me the equipment. I went to my local xfinity store and they got me set up. Later in the month I got charged for 2 separate accounts, even though I only have equipment and have used the service for one account. I just got emails for next months bill and still am getting charged for both accounts. I’ve contacted customer service multiple times and the most recent time was told my extra account I don’t have equipment for would be cancelled, and I’d be refunded. I have yet to see either of those things happen and really just need to get the extra account cancelled and refunded!