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user_cpzkye
1st Topic

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2 Messages

Friday, December 26th, 2025 6:20 PM

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Getting charged for an UNUSED equipment that was already turned in

I recently switched to a promotional plan, $50/month for 300mbps until July 2026 that includes an Xfinity Flex and Streaming box. 

I returned my old Xfinity Flex shortly after I switched to this new plan (screenshot below) but I am still getting text messages, still showing on my monthly statements and being charges for an UNUSED equipment that was already turned in. 

I've chatted with multiply agents which told me that they will fix my issue but never did. It's frustrating because I've been trying to get this UNUSED equipment removed from my account since last year.

[edit: personal information]

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2 hours ago

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Official Solution

XfinityAmandaB

Official Employee

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2.8K Messages

2 hours ago

 

user_cpzkye Thank you again for the chance to help make sure we were taken care of. I am glad we were able to help get that corrected for you correctly with the equipment update using an order approval. If you need anything else at all, please feel free to stop back in to make a new post!

 

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XfinityJustinC

Official Employee

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1.9K Messages

11 hours ago

Hello, @user_cpzkye thank you for reaching out over Xfinity Forums. I appreciate the detailed information you provided, we value your privacy and account security, and saw a couple of the photos you posted had some personal information (MAC address, and return tracking) that we don't want in our public conversation. Reviewing the photo with the charges, the $15 and the $4.50 prorated charge (11/18 - 11/26) says it is related to an unreturned internet device. The Flex/Xumo set-top box has no charge for the first one, and are $5 for each additional, so the $15 related to internet equipment make more sense seeing the $15 charge. 

- When you made the change in November to the new internet promotion, did you receive a new Xfinity gateway?  

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user_cpzkye

Visitor

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2 Messages

@XfinityJustinC​ Yes I received the new Xfinity Gateway Modem that was included in my plan. Sorry I meant Gateway Modem.

Below is my upcoming charge for next month, which shows a partial charge and UNUSED equipment charge that's why it's $65

11 hours ago

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XfinityRaul

Official Employee

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2.4K Messages

@user_cpzkye I would be more than happy to review your account to see what's causing this unreturned equipment charge to be added to your bill. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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11 hours ago

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