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user_rgpbyh
1st Topic

3 Messages

Friday, October 11th, 2024 6:49 PM

Closed

Charges for returned equipment

There is a false charge on my account for "unreturned equipment" that I am receiving constant spam texts about. I returned this hardware through the UPS store and have a photo of the receipt and the hardware being handed off. They told me to take it, almost like they knew this would happen. I already worked with a rep about this who assured me that this wouldn't be a problem, but here we we are with escalated texts and a charge on my account balance. I have a screenshot of this conversation as well. I want this charge removed and the spam to stop. Who do I need to work with to make this happen? 

Question

 • 

Updated 

3 months ago

43

2

0

XfinityRay

Official Employee

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2.7K Messages

6 months ago

Good evening, user_rgpbyh! Thank you for reaching out about the unreturned equipment notices. We are happy to check further on this. UPS does a fantastic job of getting the equipment back to us. It is scanned in at our warehouse where it gets removed from your account. Has the shipment already been received by us or did you return it more than a week ago?

4

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user_rgpbyh

3 Messages

Yes, I returned it at the end of August. I have proof of the transaction that I am more than happy to provide.

6 months ago

0

XfinityRichard

Official Employee

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1.8K Messages

Hi there, @user_rgpbyh ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm truly sorry for the inconvenience, I can most definitely get you taken care of regarding the equipment that you returned. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full-service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "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
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.
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6 months ago

0

user_rgpbyh

3 Messages

Hey Richard, sorry for the delay. The recent hurricanes have thrown things into chaos over here. I've sent a DM to "Xfinity Support" to hopefully get this sorted.

6 months ago

0

XfinityRay

Official Employee

 • 

2.7K Messages

No worries at all, @user_rgpbyh! We are here at your convenience. I see your DM and will be replying to it momentarily. 

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
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

6 months ago

0

einne

Visitor

 • 

1 Message

3 months ago

i too have the same problem. this has been going on for some time now. i have looked back thru my billing and this has been going on from many many months.

my fault for not catching this. i did same thing went to ups to send it back per xfinity instructions. and here i am still being charged for something i returned. now the battle to get these charges returned back to me

1

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XfinityDemitrius

Official Employee

 • 

1.8K Messages

Hey @einne, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the recent equipment returns. I am glad to hear you were able to take advance of one of our easy equipment return options. All our return options can be easily found on our 'How to return your Xfinity equipment' support page. 

 

With a return to the UPS Store, they will package and ship the equipment for no charge. They will also issue a return receipt with the serial number and tracking information. I would like to look into the equipment return. Could you please send us a quick direct message with a copy of the return receipt, full first/last name, and complete service address (Including the city, state, and zip code)? 

 

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 help.

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

3 months ago

0

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