Visitor
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2 Messages
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]
Official Solution
XfinityAmandaB
Official Employee
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2.8K Messages
13 hours ago
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XfinityJustinC
Official Employee
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1.9K Messages
22 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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