Horrible customer service regarding billing disputes and being charged for TV boxes that I don't own

I have spent over 20 hours on the phone and an additional 10+ hours chatting with support for VARIOUS issues on my account, as well as my 93 year old grandmother's account that I manage for her. I will do my best to summarize this absolute nightmare and describe the unmatched incompetence of xfinity support. In October of 2022, the apartment complex that my grandmother and I belong to moved to a "community bulk plan" for all residents. The plan includes 2 tv boxes and wifi per each apartment. (Any additional services, premium channels, etc are not included). Xfinity came out to rewire our buildings and after that, my bill was around $21 a month. On the statements, the charges appear as "TV Box Provided By Your Community Qty 2 @ $0.00" each AND "TV Box + Remote $24.00 Qty 2 @ $12.00 each". It was not until I called about unauthorized 'add ons" on my grandmother's account that I realized BOTH of our bills should have been ZERO DOLLARS starting in October 2022 per our bulk plan. When we moved to this plan, xfinity gave me two new boxes + 2 new remotes and took my old boxes. When I saw the "@ $12 each charge", I assumed those were for the remotes, because I have only had 2 boxes at my apartment for over 8 years. As it turns out, I was being charged for FOUR BOXES. I have never had 4 boxes. After hours upon hours on the phone, Xfnity acknowledged they made a mistake and never removed the two old boxes from my account when they came out to replace them and provided the new remotes. I was then told that they can only refund me up to 120 days. I said that is unacceptable, because the way the charges appear on the bill made it seem like I was paying $12 a month per REMOTE (not boxes). You'll notice the first line item only says 2 tv boxes, then the second line item says "+ Remote". My case was escalated and I spoke with about 9 people until finally making it to a supervisor on 3/28/25. The supervisor agreed that the billing charges were wrong, and unclear, as one appears to be charges for remotes. He promised my case would be escalated so that I could receive a FULL REFUND of $590.40 dating back to October 2022 since it was xfinitys mistake.  The whole time I was under the impression tat everyone in our community was paying for the new fancy light-up remotes so I had no idea I was being charged for FOUR boxes. This supervisor promised a call back within 72 hours. Fast forward to today, 4/3, and STILL NO CALL. I called yesterday and the agent told me there were no open tickets on my account. Then I received a text that my case was closed and a refund of $101 was issued. I have spent SO MUCH OF MY TIME trying to resolve this and keep getting the runaround. Xfinity is PREDATORY AND TAKES ADVANTAGE OF THEIR CUSTOMERS! I have had countless chats with support in addition to phone calls and not one single person has actually helped me. I can't even count the amount of times I was trasferred and disconnected. I was so hopeful with my call with the supervisor on 3/28. He ASSURED me I would receive a call within 72 hours and nothing ever happened. I am so disgusted with xfinity and keep hitting dead ends. I can't believe they are allowed to get away with this. This is only PART ONE of my experience. I will create another post to detail how they've taken advantage of my grandmother and collected nearly $2,000.00 of her money that they never should have.