Are your people trained to GASLIGHT?

I was happily receiving Internet Essentials fast speed for $29’95/mo as a senior citizen on fixed income. I responded to a commercial for the XUMO in July 2025 streaming box. I paid $25 at order time. I wasn’t able to connect it. I returned to the xfinity store 10 days later presuming I wouldn’t get a bill for unconnected service. The next 2 billing cycles, I didn’t receive a bill, upon calling; I was told my bill was $160 and I was billed by EMAIL. Totally stunned. I spoke to billing and tech support who just listened without any results as stated. I finally went back into the store, explained to the manager how I returned the XUMO weeks ago, I am being charged for it. He said the box is FREE! WTH? He gaslighted me and did NOT explain how the NOW STREAMING SERVICE WAS ON MY ACCOUNT. I knew of no such word/service and ultimately XFINITY can see I NEVER SET IT UP OR USED IT. I requested my refund for months charged and billing to my home address.

I ended up with autopay (by a sneak, Tiffany who was getting my 3 month credit) and NO CREDIT. $240 was taken from my acct. When I was to be credited nearly $100 I was online and promised a refund ticket and escalation for refund after detailing the issues through chat on the 26th of December and just now see the same day, It was DENIED without EXPLANATION. I’m about ready to go to my congressman. I left out details as I’m so tired of repeating the story. Can you help?