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Charged for equipment when xfinity staff confirmed (on phone call) no equipment to return
Hello,
I have been an xfinity customer for over 4 years and I had to discontinue due to my move to another state where xfinity does not provide service. I stopped the service in my old place and I wanted to return the equipment I had. So I went to xfinity.com/returns to create a shipping label. But the system does not show any equipment to select when I log into my account. Additionally, in my new location (ZIP:75035) there are no xfinity showrooms close by. Since I am having trouble with all of the three suggested options by xfinity to return my equipment, I called the customer service for help.
After waiting on the phone, I asked the agent specifically about returning the equipment I had and how the system won't let me create a shipping label to return. The agent checked the system and told me that he does not see any equipment on my account. I insisted that I do have an equipment and I really want to return it to avoid being charged for it later. The agent told me the same thing - "I do not have any equipment to return". I asked again more than a few times that if I will be charged for not retuning this. The agent told me that there is no equipment to return and my balance is all good.
Please review the recordings of the phone call for proof of this conversation happening.
I just checked my mail today to find out that a charge of $55 was applied for the unreturned equipment with a due date of Oct 12 (today) without any prior notification from xfinity. I am trying to reach the customer service but all I hear are recorded voices, even after entering my phone number and account number.
I am tired at this point to keep sending hours out of my day trying to return this equipment. Please create a shipping label for me and remove the charges on my account so I can return the equipment and be done with business with xfinity.
It seems scam-ish to first not let me return the equipment and then charge me for it without any notice.
XfinityDena
Official Employee
•
3.2K Messages
2 years ago
Thank you for reaching out @user_st31up. Normally the process is easy to return equipment as here: https://www.xfinity.com/support/articles/returning-your-equipment?linkId=85670289 are the steps to initiate a return of your equipment. We have an awesome partnership with UPS and will take care of the postage for you. Or you can always visit a local service center to return the boxes. If you are needing any assistance in locating a service center you can follow this link: https://www.xfinity.com/support/service-center-locations/ to locate one near you. Since you mentioned one is not that close the last option would be to visit a local UPS store and they will scan the items into their system and take care of the equipment without a box or label-they will box and create a return label at the store for you-still all without cost to you. The equipment will be removed from the account and so would the charge for the unreturned equipment.
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