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cmw85
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2 Messages

Wednesday, July 17th, 2024 7:15 PM

Charge for returned modem.

I have a question concerning my recent bill.  It has a charge for unreturned equipment for a modem I returned.  I recently did a cross-country move and my modem from the prior service could not be used at my current location.  However, I returned that modem on 5/1/24 at a XFinity location.  However, when I returned it, they could not find the modem I was returning associated with my account.  As they were also having technical issues, they gave me a paper receipt with the last four digits for that modem.  What do I need to get that to you and my bill updated to reflect that I had returned my modem from prior service?

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4 months ago

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XfinityAlfonso

Official Employee

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1.2K Messages

4 months ago

@cmw85  thanks so much for taking the time and reaching us here via our Xfinity Forums! We can help here via our direct messaging service to resolve that billing issue.  QQ though was the store you visited in your old state or new one? This does matter as it does restrict how we can return things. 
 
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to assist.

 

(edited)

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cmw85

2 Messages

The store I visited was neither the state of my original service ([Edited: "Personal Information"]) nor where my current service is ([Edited: "Personal Information"]).

(edited)

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4 months ago

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XfinityJosephA

Official Employee

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1.4K Messages

@cmw85  if you can send us a direct message we can take the right actions to help with your account and equipment. 

 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 months ago

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XfinityMartyR

Official Employee

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1.5K Messages

4 months ago

 

cmw85 Thanks again for reaching out! I'm glad we could resolve the issue for you by removing the equipment and charge from your account. Take care! 

 

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