Storm ready gear never activated and returned to xfinity and no credit or refund!

Got a new account which was a second account, been a customer for 30 years.  Received incorrectly storm ready gear, returned to xfinity via ups (have receipts) right away but weeks later xfinity charged a one time storm ready fee of $238.00 to my credit card via autopay. I’ve been calling and chatting for 6 weeks now to get either a refund or credit to no avail.  I’ve received emails with open case numbers and reassurances of a refund coming via check, nothing. I’ve received emails indicating my case was closed, with zero explanation, and of course zero refund or credit.   I’m frustrated and not happy at the endless runaround with weird and different responses from customer support.  Today I was told by xfinity chat that I must get the refund from a “store”.  I shipped the gear back to xfinity via  UPS as advised so they are the store, useless.  Customer service xfinity chat has been a waste of time and I’ve stopped autopay.  This is no way to treat a long time customer with multiple accounts!