Comcast / Xfinity review: Xfinity lost the devices I returned and now they are charging them to me

On July 24th I went to the Xfinity store located in Battle Creek, MI (store # 55). I returned two Samsung Galaxy S22 Ultra. While the agent was doing the returns I received two emails that said that the refund was approved. My bill showed the remaining balance of the two devices and the agent said they'd ship the phones to the warehouse and then I'd have the refund directly in my account within two weeks. After nothing happened I started calling/chatting customer service and they said that there was no recor of the phones at the warehouse. One representative asked me to go to the store and let them know that I'd contact the fraud department if they didn't solve my issue. The agent went to the safe to look for the phones, but they were not there (apparently there is no record of the devices having been shipped to the warehouse or received by the warehouse). She said that I should have never had the remaining balance charged in my account. She called Xfinity and they created a ticket (ECM0009464355) to remove the charges from the account within 48 hours. After two days nothing happened. I called the fraud department and they said they'd help me. They transferred my call to the mobile department and the agent said that they had to start and investigation. She asked me to go to the store (which I denied, because I already went there with no luck) and look for the same representative I returned the devices to. If you are supposed to do the investigation, why do I have to go to the store? She also said that I have to pay the bill ($1295) and that Xfinity was going to help me pay the bill in several months. I got very upset because I don't have the devices. She kept saying that it was the protocol. Your protocol was also not to charge me those devices that I returned. During this phone call ticket #ECM0003604227 was created. I kept calling the fraud department and they kept saying that they were going to waive those charges. However this never happened. The last person I spoke with on Friday, said that my due date (September 11th) was going to be postponed while you do the investigation and proceed with the waive of the device charges. She even said I could go right away into my account to double check it. I made the mistake to trust her (she said multiple times that I could rest assured that the waive and the due date postponing was going to happen). This morning I decided to check the account, and nothing has changed. I have also tried to remove my credit card on file and / or the auto pay, but it doesn't allow me to do this. I need this issue to be solved as soon as possible.

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