Charged for equipment after moving and for service technician visit

I recently moved and was charged for new equipment despite bringing the Xfinity modem from the old location to my new home. 

After transferring service, the WiFi would not work for several days. I was not able to see information for my new service address on my account—only the old address. I spoke with several AI agents over the course of hours and was offered the same advice over and over again: unplugging the equipment, turning it on and off, and reset via the app. My address was not updated for the account despite transferring service several days before the move. I tried to communicate I was worried service had not yet been activated but was not understood by AI agents. 

I was offered the option to make an appointment with a service technician. I was not told at any point there would be a $100 charge. The technician visit lasted around five minutes. I was not told by the technician that the visit would involve a charge but was called twice and texted multiple times, including by the technician’s supervisor, all asking me to fill out a post-visit survey. 

I have called the Xfinity support line twice to dispute the equipment charges and discuss the technician fee. I feel, despite contacting support several times via chat and phone, I was not given proper support instructions before escalating to a technician and was not informed of a fee.

Regarding dispute of charges: despite calling the support line twice and confirming the charges will be removed with a representative, the charges remain on my upcoming bill. Each call took me around half an hour from waiting for a support specialist, having them check the account history, etc. I am unable to disable the autopay set up. I ended up cancelling service because I am so frustrated with the lack of customer service and high barrier to talk to a real agent.