Incorrect billing

Hello,

My Xfinity account number is [Edit: Personal Identifiable Information].

I have been being charged a monthly fee titled "Digital Converter - This Equipment is Inactive, to Avoid Future Charges Please Return The Equipment to your Nearest Service Center... $11.85" for several months now. There was only one instance when I updated my Xfinity FLEX equipment/box, and, as explained to the rep on the phone, I returned the older 'box' immediately upon receiving the new unit, at your Boulder, CO, store location. I have called to request charge removal *multiple* times, the latest ticket number was [Edit: Personal Identifiable Information] back in Dec, 2024. The reps on the phone assured me this will be taken care of, yet this has not been resolved. Looking at Reddit, this seems to be not a one-off mistake, but a common recurring one among many Xfinity customers.

Please fix this asap and refund me for *all* months I was incorrectly charged for. Thank you.

Responses

XfinityMarcos

Official Employee

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2.3K Messages

4 days ago

Hi spsgpg21, thanks for reaching out to our community here on the Forum for help with that equipment charge. Those unreturned equipment charges are never fun to deal with, but I have your back on this. I can review your account to confirm that charge, and make sure we get it removed. You mentioned our Reddit platform, did you create a post there as well?

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spsgpg21

Visitor

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2 Messages

I created a private mod message, but not a public post. Can you take it here since I have my account information in my query?

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2 days ago

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XfinityMarcos

Official Employee

•

2.3K Messages

spsgpg21, we do prefer that you work with one representative at a time, to avoid any misscommunications, but I can help you here as well. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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2 days ago

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Billing

spsgpg21

Incorrect billing

XfinityMarcos

spsgpg21

XfinityMarcos

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