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user_pyo6hk
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09/25/2026 4:43 AM

$120 unreturned equipment charge — equipment never received

I canceled my Xfinity service and was charged $120 for unreturned equipment. I never received or took possession of the equipment associated with this charge, so I have nothing to return.

Please investigate why this equipment is listed on my account, including its model, serial number, and any delivery or pickup records.

I am requesting that the equipment be marked as never received and removed from my account, and that the $120 charge be reversed. If payment has already been collected, please issue a refund.

An official employee’s assistance would be appreciated. I can provide my account details privately.

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2 hours ago

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XfinityOrlandoM

Official Employee

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3.8K Messages

2 hours ago

@user_pyo6hk

Thanks for reaching out to us we do apologize for any inconvenience, and you've reached out to the right team to get this resolved for you!

 

 To get started, just send me a direct message including your first last name and complete service address.

 

 

 

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:" line, type “Xfinity Support”.
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum

 

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