Visitor
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2 Messages
Billed for equipment I never asked for in the first place and was told was "mine to keep"
I canceled my xfinity account last year as I moved states and xfinity services were not offered in the area I moved to. On my last bill I was charged $50 for unreturned equipment (some sort of xfinity streaming device, we used our own modem and router). This was equipment that was sent to me despite me telling the sales rep over the phone multiple times that I did not want it. I was repeatedly told it was "mine to keep" and "free". I still declined it. It showed up in the mail anyways. It never left the box it came in as we never used it. When we moved, I threw it out since I was told it was "mine to keep". Then on our final bill we were charged for unreturned equipment..
XfinityJanelle
Official Employee
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1.5K Messages
2 years ago
Good evening @user_63159c Thank you for reaching out on the Xfinity Community Forums. With Xfinity Flex, All devices must be returned when service ends. We recommend visiting our 'What's Xfinity Flex?' support page where it states "If you'd like to cancel your service for any reason, you’ll need to return your Xfinity Flex streaming TV Box.". If you happen to find possession of the equipment, we can then reverse the charges once it has been returned. We do provide a few quick and convenient ways to return the equipment such as visiting a local Xfinity Store, local UPS Store (Package and Ship for no charge), or print a return label from our Digital Return Center. Additional information on returning equipment can be found on our 'How To Return Your Xfinity Equipment' support page.
What's Xfinity Flex
How To Return Your Xfinity Equipment
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XfinityJanelle
Official Employee
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1.5K Messages
2 years ago
I am happy to look into the notes and take a look at the account. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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