refund for apple watch we returned

Very complicated.  In February we switched from Verizon to Xfinity Mobile. Offered a free Apple Watch.  When they issue us the free watch, they forgot to use the Reward Code and we were charged. The only way they said to correct that was to physically return the watch and they would reorder using the correct Reward code.  We returned the watch to the store (unfortunately did not receive and documentation).Allegedly returned it to the wrong warehouse (store returns go to one warehouse, customer returns to a different one).  And they ordered a new one to be delivered to our house.  Received 2 emails saying we would be charged if was not returned (it was returned to the store in Eagan, MN)  Called Xfinity, they said don't worry you won't be charged.  May 4 we were charged.  Went to the Eagan store and they said they credited us that day.  Not true.  

35 communications later we still have not been refunded.  The case was elevated to [Edited: "Personal Information"] XM Executive Resolutions.  I also contacted the BBB.  She wrote a letter telling them the charge would be wiped and she spoke to me 6/13/25.  She did NOT speak to me, I was out of the country and we still do not have a refund.  I went into the store AGAIN and they say it was a technical glitch that shouldn't have happened. And that they have closed the ticket!!  I have left 6 messages for her on her voicemail [Edited: "Personal Information"].  She has not returned my calls.

I am beyond frustrated and angry.  This should have never have happened in the first place and there isn't anyone who can help!!

I have pages and pages for chat transcripts and dates and documentation for all of my conversations with them.  Unbelievable!  Feels like its intentional on their part.  How else can this go so bad?