Remove TV Box from service

My service says I have 3 TV Boxes still. I returned a TV Box and Remote on January 31 and dropped it off at an actual Xfinity Store location, 4039 Carpenter Rd, Ypsilanti, MI 48197. I thought that dropping it off at an Xfinity store would make this foolproof.  They said I would get credit, it would be removed from my account and they would send me an email.  It was never removed and I never got credit nor any emails and it is still on my account.  I actually got someone on chat once that said they could do it and it never happened. Now anytime I ever try the chat they keep asking me about orders and tracking and I don't have any of that. I dropped it off in person.  What is the problem, how can I get this third TV Box removed from my service?  And how can I get refunded the difference from January 31 until now?  $14 / month for 1 box is a lot of money. I returned it because it's too expensive, I did not want to pay it and I never really used it that much any way.  Please help me.