Visitor
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1 Message
Goodwill request unreturned equipment fee on a closed internet-only account
I had internet-only service at my former address that I disconnected in May. I returned my modem in store about a week later and have the receipt. I've since been billed a $60 unreturned equipment fee for a TV box that was apparently assigned to my account but was never activated and never used and I no longer have it, so I can't return it. I'm asking whether the fee can be waived or reduced as a courtesy given it was never in service, and whether anyone can check if that device was ever actually provisioned. Happy to provide account details privately.
XfinityQuemekia
Official Employee
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1.3K Messages
21 hours ago
Send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a Direct Message:
Ensure you are logged in
Click the "Direct Messaging" 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.
A "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.
You can see how to send a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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