Visitor

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3 Messages

Saturday, April 4th, 2026 7:10 PM

Monthly charges for unreturned equipment

My bills have included an extra $30 (2 different $15 charges) monthly for unreturned equipment. This has been going on for close to a year or more. I just canceled my service at my local store and returned all my equipment (4 items total). I would like to be reimbursed for those charges on my previous bills now that I have returned the equipment. Thanks. 

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Official Employee

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2.1K Messages

9 hours ago

 

user_e4blxh Thank you for reaching out with your billing concerns! Once rental equipment is returned the monthly rental charge is removed from the account. If the equipment was returned when the account was closed then the monthly charges for the equipment would be valid, as you had the equipment in your possession during that time. 

 

Visitor

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3 Messages

Thanks for your response. So am I correct in my understanding that these monthly charges were not to cover the cost of the equipment, but rather non-refundable penalties for not yet returning it?? It seems like usually the non-returning charge is a one time thing for the cost of the missing router, which may be refunded once it is returned. But in my case I was paying what amounted to hundreds of dollars extra on my bills that had nothing to do with covering the cost of the equipment but rather a penalty? 

Visitor

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3 Messages

Or I guess I see in your response that it’s technically a rental. Ok, thanks for your time. It doesn’t seem like there’s anything I can do at this point to recoup all those charges that basically went down the drain, but figured I’d try just in case.

Official Employee

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546 Messages

 

user_e4blxh, sure thing! Unreturned equipment does result in an unreturned equipment charge. But having equipment on your account that is not in use such as (unreturned gateway(s) after service modifications) will result in the same monthly charge but for it not being active. I understand your concern, but just to make sure you do not get surprised with any other charges, did a representative share that all equipment was returned on your account? 

 

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