Returned cell phones and still getting charged

We went to the Xfinity store in Canton to purchase new phones and traded in our current devices in November 2025, were given the wrong shipping label, followed the employee's instructions to correct it, later discovered charges claiming the devices were never received, were repeatedly told the issue had been fixed, were placed on a repayment plan to resolve the billing error, and finally learned during our July 2026 visit to the Canton, CT store that the employee involved had been arrested for fraud.

We have requested three specific resolutions: locate the returned package using the original tracking number, remove all equipment and non-return charges from your account, and refund every payment you made toward the repayment plan that you entered because of this billing error. 

However, we have not received a resolution and are still being charged for these phones.