making a complaint

Lost my phone, filed a claim, paid 280$ for replacement phone, was told that i could go in the store to get the replacement phone, explained what i can into xfinity store (worst store ever), thinking im leaving with a replacement phone, but instead of getting a phone i charged for 416$ and change and can not be refunded for i did not authorize. if i did not give consent to charge my card, i asked if the charges could be reversed, the agent told me no, im sorry, i didnt know what you wanted, but charges cant be reversed, so i called to get refund and here we go.. i literally spent 700$ and the only charge i applied was the 280$. why cant i get my money back, so its an fraudulent charge, been calling to Xfinity customer service, they tell me everything instead of giving me my money. i get sent here and there. i called a lawyer to see what i need to do. i was not paying my phone off i just wanted to a replacement phone, why would i pay the phone off when i paid for a replacement phone. can i get my money back