Fradulent chat representative

I have screenshots of evidence for all contact w/reps. On july 7th, i chatted with Xfinity rep.regarding downsizing internet plan since the property where service is installed is vacant several months of the year. I was offered a few plans and equipment. I chose one of the plans and declined equipment since i already purchased equipment 3 years ago. She said she removed the equipment from the offer and I signed. On July 20th,i received a bill for internet service at the same cost as before. I spoke with a rep on the phone who said equipment was shipped to the property. I informed and showed screenshots that i never requested equipment. I stated i could mail the boxes back in a couple months when the person living there arrived home and could take the boxes to the ups. She said she noted this agreement down. She found no evidence of the new rate plan offered to me,despite her reviewing the transcript of the chat and said she could not honor the plan i signed for. I cancelled the internet service overall on july 22nd with the plan to return the equipment, that i specifically declined, in a couple months. I have email proof of this cancellation. I was told there would be credit to my account. The neighborhood HOA covers the cable service so I just needed the internet cancelled. There is now no credit on my account and it seems i was charged for the equipment. We were loyal and responsible customers but this lack of service from xfinity is extremely time consuming and worthless. I may not return the items at this point and try to get rid of them on my own in fear that I will not get credit for sending them back. Last chance-who can fix this error??