Escalation on "Free" Equipment Charge

Hello,

Back in June of 2024, I went to an Xfinity store to rent a modem to use for internet in my home. While I was there, the associate helping me gave me two pieces of equipment that I did not ask for, and told me they were free for signing up for an account. I did not want the equipment, but the associate insisted I take them because they were free as part of a “promotion.”

I have since cancelled my account (moved in with a roommate who already had an Xfinity account) and received a bill for $254.02. Upon further investigation, and many visits to the Xfinity store, I have been told the equipment was not in fact free. I have also learned the associate has been let go because of her performance. 

I am asking to be refunded the charges that I paid from June - December 2024 for this “free” equipment ($7/month) and for my bill to be voided as I am returning the equipment to my Xfinity store. 

Once again, I did not ask for this equipment, I have never used it, I was told it was free by an Xfinity employee, and then proceeded to be charged for the equipment that I did not want.

I have also been told by an Xfinity employee that they cannot void my bill or issue a refund because it is outside of the 30 day window to return it. I did not purchase this equipment, so the 30 day window should not apply to this situation. The employee told me to escalate this to corporate. 

I feel like I am getting the runaround from Xfinity, and this has been such a bad experience I’m hesitant to ever use this service again. 

I look forward to a response from you.