xfinity support direct message

We attempted to start Xfinity service for internet only.  Service was never activated.  Per Xfinity initial contact with us, there was to be no billing unless and until service was activated.  Xfinity equipment did not work and was returned.  We have been informed several times, in writing, that the charges would be removed (see below).  I have advised Xfinity if they proceed with sending this account to a collection agency, we will respond with legal action and they will be responsible for attorney fees.

Agent (01:05 pm): As I checked your full account details, I can see that your service has been successfully disconnected. Regarding your charge, please do not worry. I will go the extra mile for you and raise a ticket to have the charge removed, so please rest assured. As this is completely not your mistake, I will take total ownership to get this resolved, and I truly apologize for the inconvenience this has caused you. I just need a little more of your precious time.

Agent (01:08 pm): I'm working with my supervisor to get this done and have removed the charges while I work on it. May I know how your day is going so far?

Agent (01:23 pm): I have finally received approval from the supervisor, and your long wait is over. I'm sorry it has taken a little longer than expected. I have successfully removed the charge, and you won't be charged anything extra, as I have completed all the necessary steps for you. I have also raised an alert and maintained a valid note on your account. Additionally, I have updated your account regarding this, and you will receive a confirmation email within 24 hours. You can rest assured, as you won't face any issues again in the future and won't be charged anything. You have my word.