Billing Error: Charged for Phone Returned Months Ago

I signed up for a promotion that included a free phone and a free mobile line. I accepted the offer, received the phone and the line, and thought everything was fine. However, after a month, I was charged for the phone. I immediately called to report that I was told the phone and line were free, which was the only reason I accepted the offer.

They told me they would send instructions to return the phone, but I had to call four more times before I finally received those instructions. It turned out I couldn’t return the phone to an Xfinity store directly; it had to be shipped back via USPS. I followed their instructions and returned the phone.

Yet, here I am today—January 2025, almost February—still being charged for the phone that I returned back in August 2024. I’ve made countless calls, but no one has resolved this issue. Every time I call, a new case is created, but nothing ever happens. I’ve had over 10 cases opened, yet I’ve received no emails, updates, or solutions. While I’ve received some credits, they get reversed on the next billing cycle.

This entire situation has become a nightmare. I’m essentially being forced to pay the full price of a phone I no longer have, despite having proof it was returned. The USPS tracking number shows that the package was delivered and picked up by the recipient. When I contacted USPS, they confirmed there’s nothing more they can do.

This is very unfair. I was lied by the salesperson, and now I’m stuck in an endless loop with no resolution. I’ve tried to escalate this issue to someone with real authority, but I’ve received no help at all. At this point, it feels like robbery, and I’m desperate for help. Please help!