Visitor
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6 Messages
Charged $20 a month for 2 TV boxes since June. I only have one TV Box.
Some background.
I changed my plan back in early June. Xfinity told me I need a new cable box with the new plan. They shipped me the new X1 TV box, and I returned my old TV box and remote via the UPS store. The old box was shipped back to Xfinity on Thursday, June 8, 2023. I have the UPS Store shipping receipt, an email from Xfinity acknowledging the return of the TV box via the UPS Store. This email includes the model and serial numbers of the old TV box. I also have the Proof of Delivery from UPS indicating that the old box was received by Xfinity on Monday June 12, 2023.
Looking at my past three billing statements under the Equipment & Services heading, I am being charged $20 for two TV boxes (QTY 2) when I only have the one TV box (The new X1 box).
Any help would be appreciated.
Accepted Solution
XfinityAdrienne
Official Employee
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1.2K Messages
2 years ago
I am happy we were able to clear up the additional equipment, and get everything removed off the account with submitting the ticket once the charge was removed, @user_b7e23b! Please don't hesitate to reach back out to us here for any additional help! Have a wonderful rest of your week!
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XfinityAdrienne
Official Employee
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1.2K Messages
2 years ago
Hey there, @user_b7e23b! I am sorry to hear about the charges for the boxes. When upgrading equipment, we do have to account for all equipment that would be attached to the account and then once the box is returned the 2nd charge should be removed. I would be happy to look into the account and ensure this is fully removed off the account from the time it was returned. Please send us a Dm to get started.
Will you please send our team a direct message with your full name and full address?
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