Being charged for a device they connected themselves for someone else

I’m extremely frustrated with how Xfinity has handled my situation. I had a phone line that I was paying for, and after I disconnected the line, the person who had the phone refused to return it. He then continued using the phone by connecting it through Xfinity again under another account.

I have reported this situation multiple times, but every report gets closed the very next day without actually resolving the problem. I have even gone in person to a local Xfinity store to explain the situation and try to get help.

Meanwhile, I am still being charged and losing money while someone else is happily using a phone that I paid for. I have already spent over $1,000 dealing with this situation, and despite all my attempts to resolve it, I feel like Xfinity has done nothing to protect me as the customer who has been paying for the device and service.

How can I repeatedly report the same issue, have every case closed the next day, go to a store in person, and still have no resolution?

I’m asking Xfinity to actually investigate this situation, review all of my previous reports, explain why they were closed without resolution, and help stop the financial loss I continue to experience.

This has been one of the most frustrating customer service experiences I’ve ever had