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user_t6p13e
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Saturday, July 25th, 2026 4:33 PM

Incorrectly Billed for Equipment I Never Had

Contacted the Xfinity Customer Service line to address this issue 4 different times and was told 1) the TV Box, Remote and TV adapter would be removed from my account, all charges for that equipment would be refunded to my account, and 3) these actions would need 5 business days to reflect on my account.  Unfortunately, I never received evidence of those calls (email?) and, despite waiting over 2+ months it appears these actions have not been completed.  I was told customer service established an order# 1002101101352096 and a ticket# ECM 22975506.  By my calculations, charges for the equipment I never had amount to $299.50.  Can you please provide some update on these actions?

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6 hours ago

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XfinityRoberto

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2.4K Messages

6 hours ago

Hi there @user_t6p13e. Thank you so much for reaching out to us regarding the equipment you are getting charged for. You are in the right place and we are happy to assist you today. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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

 

Let me know if you have any questions.

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