Charged for service I didn't want or ask for

I had a cable box (for which I pay extra each month) malfunction and it could not be restarted remotely.  The online technician automatically scheduled an in-home visit for replacement, and then I was charged $100 for the visit.  Had I known I had the option to take the equipment to get replaced at the xFinity store - which would have been faster as I had to wait 4 days for the technician - I would have done so!  Why didn't the tech support agent even offer that from the start, rather than just setting up the appointment as if that were the only next option?  Yes, I appealed the $100 and no, Xfinity will not refund it.