Incorrect billing and refusal to refund, exploitation of elderly customer

If you haven't seen my previous post regarding my account, I encourage you to read it. This follow-up post pertains to my grandmother's account that I manage for her. She is 93 years old and has dementia. 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. My grandmother fell and broke her femur in October of 2024. She was hospitalized and in rehab facility up until last week. We could not access her account because when we tried using the xfinity log-in, it said "you can't use a comcast.com email". Then it said "enter your mobile number" but my grandma doesn't have a cell phone. After weeks of trying to gain access, I finally connected with an agent who was able to make me the manager of her account. Her account was set up years ago for payments to be made via direct deposit. Upon accessing her account, I discovered she was being charged for several "add ons" that SHE NEVER ADDED ON! Xfinity collected over $2,000.00 of her money since October of 2022. When I called support, they said "this is odd, there is no record of anyone ever calling in to authorize these add-ons". I then asked if it was possible that my 93 year-old grandmother accidentally subscribed via pressing a button on the remote/TV. I was told "no, we would have record of that, and there is none". Then, I asked how we can request a refund. They said they would only refund 120 days. I explained that my grandmother has dementia and wasn't even living in her apartment in October, November, December, January, February and most of March. They acknowledged this was a unique situation given her dementia and hospitalization and would escalate the case for further review and to investigate how these 'add ons" were added to her account when there is NO RECORD of anyone ever calling, or ordering them via the remote. I was then told that upon further review, there seemed to have been an issue when our community moved to the bulk plan. My grandmother's bill should have been ZERO DOLLARS starting in October of 2022. The add-ons were for premium channels, including Hustler (a pornographic channel). What I believe happened is that xfinity saw the age of my grandmother and thought they could get away with charging unauthorized add-ons. I was promised a call back after escalation of the case, again, and NEVER RECEIVED IT. I called yesterday and was told there were no open tickets regarding this matter. I am so fed up with the incompetence of support and constantly getting the runaround. I do not recommend ANYONE move to xfinity. You will be ripped off and you will not get support when you need it. Xfinity owes my grandmother over $2,000 and I know they will refuse to pay it. My next step is that I am researching what legal action I can take against them for the unauthorized charges.  The company is despicable, taking advantage of an elderly customer. In addition to this horrific experience, we had someone come out to set up the wifi 2 days ago. Our appointment time was 1-3pm. At 3pm, no one was there and I called. They said they were running 30 minutes late. 3:30 comes around, no one shows. I call back, they said your appointment was rescheduled. I said what? I never rescheduled it, I was just told they were running late. The person I spoke with said that's weird, I'm seeing conflicting information. Ok, I have someone in the area and they will be there by 5pm. 5:15pm comes, NO ONE SHOWS. I call again. They said he is on his way. 5:45, finally shows up. When he finished setting up the wifi, one of the two TV boxes went out. He then told us that if we wanted to have 2 tv boxes, we'd have to open a second account. I told him he was wrong and had no idea what he was talking about. This required an additional 4 hours of phone calls yesterday, and several chats with support. Finally, they acknowledged that her plan with our community does in fact include two tv boxes + wifi, and "reactivated" the bedroom tv box that wasn't working. Hours later, the living room box went out and I had to call AGAIN. They deactivated the living room TV after activating the bedroom TV. (I honestly thought this must be a joke someone is playing on me). Xfinity has no idea what they are doing, and they employ support agents that are not properly trained and are unbelievably unhelpful. I am beyond fed up. This experience with my grandma's account, and the experience with my own account, has negatively impacted my well-being and caused me to miss hours of work. I have lost sleep over the fact my grandmother was ripped off over $2,000.00 and not one person at xfinity cares. If you are considering moving to xfinity, DON'T. You are guaranteed to have a horrible experience and be ripped off.