How does one get a refund or credit for bogus charges!

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@mikel51 wrote:

After being an Xfinity customer for over a year, I realized that I was paying for a modem that was returned a couple of days after service initiation.  I realized this when Xfinity charged me $99 to purchase the modem, that they had been billing me $14/month for rental.  I did submit pictures of the receipts for return of the modem within a few days of opening my account.

 

I have now been on with Xfinity Chat or phone at least 3 times, and each time the service rep tells me that they are submitting a ticket, or that they are processing a refund up to their limit of $100.  At least, they did stop charging the $14/month rental.

 

I reckon that Xfinity owes me a credit of $234 which consists of $99 for purchase of the modem, 5 months rental at $13/month, and 5 months rental at $14/month.  I don't know how to get in touch with someone who has the authority to fix this since the customer service agents can only "submit a ticket" that is never addressed.

 

Losing patience in Portland.

Mike

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Unfortunately you probably won't be seeing anything beyond the $100 you were offered, especially since you never followed up after you reported it.  You have something like 120 days to report something like this, and although you did initially report it you apparently didn't check your billing statements until recently to discover that you were still being charged.  The onus is on you to read those statements monthly for any discrepancies in your billing.

i. Your Responsibilities Concerning Billing Questions. Subject to applicable law, if you intend to dispute a charge or request a billing credit, you must contact us within 120 days of the date on the bill or you waive any such disputes or credits.

https://www.xfinity.com/Corporate/Customers/Policies/SubscriberAgreement