Why was I charged a service fee?

I have been an Xfinity customer for over 10 years. Recently, as we were preparing to move, 4 weeks prior to the move,  i had spoke with a representative thru a 3rd party during a call to set up my electric service at the new house.  This representative may have been from outside of Xfinity , but she did have access to see my current plan and rate. She assured me that the coverage was set up to transfer and said I would just take the current equipment with me. I had several pieces of equipment that I wasn't currently using and decided to go to the Xfinity store to speak with a representative to be sure I had the correct equipment.  I went to the Hummelstown,  PA location on Saturday, April 15th. I spoke with a manager this day, he reviewed the account, but there was a problem apparently when the transfer was setup and he had to make a change to the service, but assured me it would be ready to go on our move in date. He also swapped out our cable box due to outdated equipment. When we moved in on April 17th,  I set up the equipment but could not get wifi or cable . I had to take off work April 18th and part of the day on April 19th due to not being able to perform my work frome home job since I need the internet to do so. I spent hours using my phone trying to speak to a live representative , but couldn't get anywhere using the chat thru the app due to the connectivity ( the tech later told me that was due to the outdated equipment). After dialing random numbers that I Googled to find help, I eventually got thru on the phone to speak to a representative. He tried to help by having me read the numbers to him that were on the modem router and cable box. This took multiple attempts due to a language barrier.  I asked if I could have a technician come out to check the setup and he assured me that it could be fixed thru the phone call. I said to him twice that I need the internet to do my job and he stated "ma'am you've mentioned that already". He told me twice that he'd need to wait an hour then call me again to allow time for the system to reset. So I couldn't leave my house bc he needed me there to check to see if the connectivity was completed.  During the call he told me my router was not the correct one and he'd need to senda new one to me. After the 2nd time of him calling me to see if the connection had reset yet, he said he was going to send a tech out since the issue hadn't been resolved.  The tech was sent the next day , he was super sweet and  immediately fixed the issue. He confirmed that I had everything set up correctly,  but the router was indeed an older model. He had one in his van and was able to get it setup within minutes.  He then called the help desk bc he couldn't get the cable box connected. He said the tech I spoke with the day prior had removed it from my account? He was able to get it added back on , but the help desk told him they couldn't cancel the order for the other router that was sent out. I was told I'd have to wait for it to arrive then return it within 30 days . He also said i needed an HDMI cable , which i wasnt given. Luckily, he had one of these in his van also. The technician was finished with the connectivity issue and had the wifi and cable set up within an hour and it worked immediately.  I was very thankful for him and appreciate his help! I was told I would not be charged for the technician visit since it was an issue with Xfinity issued equipment. It was an inconvenience that I had to return the equipment I was sent , because I dont live near an Xfinity store, so I had to make a special trip to do so. I was shocked to then see that I was charged for the technician visit. I am not happy about the way you treat your customers.  Please remove the service charge . I would not have needed a technician to be sent out if I had been given the correct equipment.