Fraudulent Smartwatch Addition - Still not resolved after 4 months

Hi Xfinity,

It's been since April and many phone calls that this issue has been unresolved, so I hope the forums can yield an actual resolution.

April 5th, 2025, I called Xfinity about our Internet service plan and the customer service agent mentioned that there was currently a promotion that, together with the xfinity rewards program, I could add an Apple Watch to our Xfinity Mobile Plan (We have two phone plans as well) for free (Note - he just said that. For free. Nothing else.). We agreed to this. The agent also mentioned this would incur a 40 USD delivery fee, but this would get reimbursed through credit afterwards, so we agreed and gave him our credit card information.

April 9th, 2025, I was fraudulently charged another 40 USD and shipped a Samsung Galaxy smartwatch. As soon as I noticed an e-mail informing me of this delivery and saw the credit card charge, I called xfinity about this and informed them of this fraud (April 12th). The xfinity agent told me that the best thing to do would be to refuse the Galaxy Smartwatch at the point of delivery - that way, Xfinity would see I never received it and it would get returned to the warehouse. I did as such and refused delivery when the delivery person tried to deliver it.

May 2nd, 2025, I called xfinity again to ask when I'd be reimbursed the 40 USD shipping fee for the Apple Watch and if they'd received the Galaxy watch back. At this point I did receive a 40 USD credit for the Apple Watch, and was told they were still waiting for the Galaxy Watch back.

Since then, I have tried escalating this case several times, at multiple phone calls, and with multiple cases (Happy to provide case numbers), and was told that they have located the galaxy watch, but I have still not been reimbursed for the galaxy watch, and more importantly, I am still paying a monthly fee for both the galaxy watch, the apple watch, AND for the connectivity fee.

My main issues are twofold:

1) Xfinity has confirmed the Galaxy smartwatch was fraudulently shipped to me back in April, how am I still paying for it and have still not been reimbursed for what I've been fraudulently charged for delivery and every month since?

2) Why am I being charged for both the apple watch and the line fee, when during the phone call where the agent made the offer of an apple watch, all the agent mentioned was that it was free? I have, multiple times, asked xfinity to review said phone call, but have never received a satisfactory answer that that has been done.

Since the April statement, I have paid:

40 USD Fraudulent Galaxy Smartwatch delivery fee

2.70 USD/month (*4 = 10.80 USD, still on-going) fraudulent Galaxy Watch device payments

11.99 USD/month (*4 = 47.96 USD, still on-going) Apple Watch device payments (Which I was told would be free)

10.00 USD/month (*4 = 40.00 USD, still on-going) Smartwatch line fee (Which I was never told about - only that the watch would be free)

So a total of ~140 USD - still on-going.

I look forward to hearing from you hopefully soon, as this case has been going on since April, with no resolution, and I don't look forward to continuing to pay for services I have neither ordered nor agreed to.

Best Wishes.