Xfinity Support

THIS IS THE THIRD TIME I HAVE WRITTEN YOU AND JUST WHEN I GET DONE, I GET AN ERROR MESSAGE SAYING SOMETHING WENT WRONG AT YOUR END. 

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About 3+ weeks ago when I called your customer service representative on the phone to cancel my account, I asked about returning the modem and TV box/equipment. I told her that the nearest access point for me to return the equipment was 30 miles away and that I could not be away from the house and my wife who has severe chronic health issues. Your customer service rep was very understanding and said so I didn't have to leave my wife, she would arrange for UPS to stop at the house and pick up your equipment to return it. I appreciated her understanding the situation. 

Today I received an email from your "returns@completerecovery.corp" saying I needed to return my equipment to an Xfinity store. 

Per the above, are you going to stand behind what I was told by your customer service rep and have UPS pick up the equipment to return it? Your rep said that it would be July before UPS could pick it up but they would text me with a date and approximate time of them picking up the equipment. She said that way I wouldn't have to leave my wife to return the equipment. I thanked her for her understanding.

Please advise.

[Edited: "Personal Information"]