Refund

Yes. All her equipment was returned in February.

Okay perfect. Thank you for confirming that for me. If you could please send a direct message with your full name and the address for her account I can take a look at what we are seeing on our end and reach out to our billing escalations team if necessary. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 

So, I sent a direct message to Xfinity Support. And, am I surprised that I heard absolutely nothing....No, I am not.So what now?

Good morning, thank you for reaching out via our Xfinity Community Forums @user_85b4b5. I would be happy to help. 

To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it