hdgranero's profile

Contributor

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14 Messages

Tue, Jan 12, 2021 1:00 PM

Keep getting charged for equipment I have never had recently.

For the last 2 months I have had to request that a $4.85 charge for a digital converter taken off? I own my modem and router. I don't have anything else in my townhome, I just plug them in the wall. When I chat with an agent they keep assuring me that I shouldn't pay it and don't worry about it. But after I paid my bill this month, there it is, it looks like I owe $4.85 still. Why can't this charge be taking off? It's very confusing. And why can't this be taken care of once and for all? On and off I have been a Comcast/Xfinity customer since the mid 1980's, for God's sake why is this occuring?

Responses

Again

Expert

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26.1K Messages

7 m ago


@hdgranero wrote:

For the last 2 months I have had to request that a $4.85 charge for a digital converter taken off? I own my modem and router. I don't have anything else in my townhome, I just plug them in the wall. When I chat with an agent they keep assuring me that I shouldn't pay it and don't worry about it. But after I paid my bill this month, there it is, it looks like I owe $4.85 still. Why can't this charge be taking off? It's very confusing. And why can't this be taken care of once and for all? On and off I have been a Comcast/Xfinity customer since the mid 1980's, for God's sake why is this occuring?


A digital converter box is for cable tv services.  Did you have cable tv up until recently, and if so, did you return the box to the store?

hdgranero

Contributor

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14 Messages

7 m ago

My bad. But I still don't see what difference that would make anyway. I only get internet service, that's it. Don't need anything else. And I have rabbit ears for local channels that get better HD than Xfinity can. But thanks for responding.
hdgranero

Contributor

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14 Messages

7 m ago

No and no! I have never had any box from Xfinity. Read my post again, I own my own equipment, always have, always will. You don't need any of that stuff to stream with a Roku.
Again

Expert

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26.1K Messages

7 m ago


@hdgranero wrote:
No and no! I have never had any box from Xfinity. Read my post again, I own my own equipment, always have, always will. You don't need any of that stuff to stream with a Roku.

You did not mention this in your post, only that you have a modem and router.

Again

Expert

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26.1K Messages

7 m ago


@hdgranero wrote:
My bad. But I still don't see what difference that would make anyway. I only get internet service, that's it. Don't need anything else. And I have rabbit ears for local channels that get better HD than Xfinity can. But thanks for responding.

It's okay.  I know it's frustrating when a charge keeps reappearing when you think you have it resolved.  Since this has been escalated to an OE, hopefully they will be able to resolve this once and for all.  Just be patient and one will respond to you here.

 

Good luck!  And Happy Better New Year!

hdgranero

Contributor

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14 Messages

7 m ago

Thank you for your help! Maybe someone at Xfinity can make it stick! Be safe and take care.
hdgranero

Contributor

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14 Messages

7 m ago

The charge is still showing in My Account and warning me that it needs to be payed by the 29th. Very unhappy here, don't know if anyone is looking into it. Feeling ignored, dismissed and unimportant. Is that how Xifnity customers should feel?

hdgranero

Contributor

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14 Messages

6 m ago

I checked today 01/20/2021 and the charge is still showing on my account, $4.85. Having talked to so many customer service reps about this problem and it has yet to removed from my account, amazing. But I am not really surprised really. And it's not the money, it's the process of getting charged for something that is non-existent.

Again

Expert

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26.1K Messages

6 m ago

@hdgranero 

I am sorry about the delay with an OE getting back to you.  There was a glitch in their system that wasn't noticed for a while which has put escalations behind quite a bit.  The OE's are working hard at getting caught up, however.  Again, please be patient.  I will try to nudge someone to look into this for you in the meantime.

hdgranero

Contributor

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14 Messages

6 m ago

Ok thank you. Tell them that it has only occured in the last 2 billing periods in a row, but it just won't go away. Thanks again.

XfinityJoeB

Official Employee

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6.8K Messages

6 m ago

Hello hdgranero. Thanks for visiting and posting on our Forum. Apologies for our delay in getting to your post. I can assist with reviewing your account and researching this additional charge you are seeing. So that I can assist you, please send me a private message and include your full name and service address. To send me a private message: click my username (ComcastJoeTru) to view my profile, then click the link that says "Send a message" and there you can compose a private message. 

hdgranero

Contributor

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14 Messages

6 m ago

Message sent with all my account information. Thank you.

hdgranero

Contributor

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14 Messages

6 m ago

Great! Thank you for your help on this matter.

Official Employee

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356 Messages

6 m ago

I appreciate your time and patience, Horacio. I am sorry about all this equipment and billing trouble, but I can see the issue is fixed. The equipment was removed from the account on 1/11/20 and you will see three total credits on your account. Once for December, one for January, and one for February. If you have any additional questions please let me know. 

Official Employee

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356 Messages

6 m ago

No problem! Please reach out to us again anytime if needed and do all you can to have a great night. Take care 🙂 

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