Xfinity Mobile: $405.67 refund withheld one month after confirmed in-store device return

On 9/21/26 I received a new iPhone 18 (IMEI ending 8980) from Xfinity Mobile and began a return within the 14-day window to instead buy an unlocked phone. Xfinity could not issue a shipping label because the device was tied to an upgrade on my existing line. A rep created a temporary line, moved the device to it, and converted my original line to BYOD specifically to allow the return. The first shipping label issued was for the wrong IMEI. Told a corrected label could take up to 2 weeks, pushing me past the 14-day window through no fault of mine, I returned the phone in person on 9/24/26 at the Xfinity store in Tracy, CA to rep Jason C, and received a receipt.

On 9/28/26, rep Jason confirmed no refund had been issued because the device had not been processed as received/in good working condition, a step done off-site, not at the store, and that both the refund and cancellation of the temporary line are blocked until that processing completes.

It is now 10/23/26, one month later. I am still being billed installment and service charges on that temporary line. Reps have repeatedly confirmed in writing that $405.67 ($341.79 service + $63.88 installment) is owed, citing 7-10 business days that has never been honored. My account shows an open, stuck order (return #3721617297873541446).

Requesting: 1) immediate refund of $405.67; 2) cancellation of the temporary line and its installment agreement, no ETF; 3) reversal of all charges on that line; 4) written confirmation once resolved.