Device credits and being charged for devices

Hello @user_xjwpqx and thank you for reaching out on our Xfinity Community forums with your concern.  

We'd like to take a closer look at this.  Please send us a direct message* with your full name and service address so that we may locate your account.  Once we're able to verify you, we can dig into this and provide a clearer understanding of your account status. 

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.