ComCast Xfinity/Verizon Accusation of theft, when I was the one overcharged, and nationwide ignorance behind smoke and mirrors Illinois

Almost a year ago, I exchanged cable boxes. The one I had was faulty and the repair man brought a refurbished one for immediate use after installation. He took the old one with him.

Yesterday on the phone I spoke to customer service who must have slipped up when they told me that I had been getting charged for an extra box for almost two years. Today I had to return and exchange another faulty box of their newest model, but I didn't want to call the repair man because of fear that another problem would happen. Back to the story. On the phone, I was instructed to obtain serial numbers because Comcast is unsure which boxes we have and how many. How can a multinational company with a scale like comcast's not have this information in their personal databases? The customer service said their repair men always leave the boxes for the customers to return to xfinity. Doesn't this sound like an accusation of theft to you?

Wanna know what I think? I think that Tre took the box and made a profit on it. When I first met him almost a year ago, he said he was at comcast only for the benefits. Is the box lost because their employee stole it, or because comcast lacks a system to acknowledge what's been lent and what hasn't?

There isn't a worthy excuse for this, potentially reputation-ruining accusation, nor the ignorance on their part as a whole across the nation and the globe.

After I tell them the serial number they've been billing me for doesn't match any box in my home (I have 5 boxes/charged for 6), I will be owed roughly $200. It's not much but it's mine so I'll take it!