Unable to get refund despite sending back all xfinity mobile hardware

Hi,

On July 17th I ordered xfinity mobile service for my phone and my wife's phone. Upon receiving the sim cards, I installed and ported my number on one of the devices for testing purposes. 24 hours and several support calls later I still could not send or receive voice or text messages. I made the decision to start a return on July 24th to get a refund per the 14 day guarantee. I printed the shipping label and returned both sim cards in that envelope which according to tracking was received the 29th.

On August 4th I get a notification saying to send back my Pixel device. I did a bring your own device plan. I reached out to support and asked to correct the issue, which I was told was corrected and that it would be updated in the coming days.

August 16th I get yet another notification saying to send back my pixel device. Again, I reach out to support to correct the issue and was told that it was corrected and would be updated in the coming days.

Late August I still have no follow-up, so I request yet again and was told it would be resolved by the end of the billing cycle.

Today (July 3rd) I get a notification that I have a bill for the previous month's service, so I reach out and am told my return is still "in progress". I literally do not have the sim cards anymore, and it has been so long that the tracking page for the Fedex shipment has expired.

What am I supposed to do? I did everything I was directed to do and I can't help if you guys lose packages in your facilities. The second phone was never even activated because the service didn't work whatsoever.