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user_0ff685
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22 Messages

Tuesday, June 14th, 2022 9:11 PM

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new charge out of the blue for "Lmtd Basic Converter

2022-06-14

Hi

so after having the same service for months(just internet) I suddenly started getting charged for a "Lmtd Basic Converter". Mind you I do not have cable tv. I've contacted support who said I would receive credit for it but I don't see any credit. Who can fix and more importantly, why does this keep happening? I've been with xfinity/comcast for 10 years now and these weird charges keep coming up from time to time. Why?

Thanks

Update 2022-08-16

One agent claimed that the lifetime free Xfinity streaming box they pushed on us is now being charged for. I returned that and at the same time I had esclation manager contact me who said he has fixed it properly. I haven't seen the charge since. But I still maintain there is a bug in the billing system given the number of folks who are reporting this that Xfinity is not fixing properly.

Question

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Updated 

2 years ago

 • Edited

8.1K

35

user_f635f0

Visitor

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1 Message

3 years ago

For the last 3 months I've had the same charge. I only have internet and use my own modem. I'm pretty sure this is fraud and every time I chat with a rep they tell me I'll be credited and then nothing ever happens. No charges removed and nothing done about the mysterious device that I don't have.

1

CCDaniel

Problem Solver

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606 Messages

 

@user_f635f0 Thank you for reaching out to us regarding your billing and equipment concerns. You’re in the right place and were Xfinty expert, andd I’m here to assist you with getting this resolved for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

 

I no longer work for Comcast.

3 years ago

0

user_e42eca

Visitor

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1 Message

3 years ago

I'm in the same boat. For the last three months I've been invoiced for an "Lmtd Basic Converter", but I only have internet service and own my modem/router. I've talked to support through the online chat and on the phone and each time I'm told that it's been removed and a credit has been applied.

Has anyone been able to get this resolved, or is this going to be a monthly headache?

4

0

CCChelseaA

Problem Solver

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637 Messages

@user_e42eca Good Morning to you!
We'd love to help out and take peek into your billing for you! I can most certainly understand the alarm when being billed for equipment you don't have! Rest assured, you've come to the right place for help out!
Please join us in a direct message with your first and last name, and full-service address to dive in!

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 no longer work for Comcast.

3 years ago

0

CCChelseaA

Problem Solver

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637 Messages

Thank you so much for joining us here! Let's take a look here and we'll see how we can get this all sorted out for ya!
May I please ask to confirm, your first and last name, and full-service address? Once we've got that, we'll take a look at the billing and get you all squared away!

I no longer work for Comcast.

3 years ago

0

lakshanprabhu

Visitor

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1 Message

I also faced same issue and it has charged me past 5 months. Reached out to Xfinity 2 times, but i still see this under my equipment and keeps charging? 

3 years ago

0

XfinityThomasB

Official Employee

 • 

1.9K Messages

Hello @lakshanprabhu. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

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

3 years ago

0

Leacarp81

Visitor

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6 Messages

3 years ago

I had the same problem as everyone else with the unannounced extra charge of $7.35 (which turns out is for the Flex tv box they give us for free with WiFi). I was having such a struggle with them fixing the situation that I finally reported my problem to the Better Business Bureau online and within a day a rep from Comcast reached out to me. He attempted to call me 2 times and I missed both but the on the third call we spoke and he was very pleasant. He said that when I dropped off my old modem to replace it with a better modem the “code” for the Flex box that makes it free was removed from my account. Apparently this happens a lot. Employees just press delete all to all the old account items and restart it with all new account info but forget to keep the “free Flex box (ltmd converter) code on the account. But why did this suddenly happen to us all at once? I don’t know. He wasn’t sure if it was a glitch. But he said we’re usually given a 6 month grace period to return equipment before being charged so that’s why my didn’t show the extra $7.35 until June, when I had upgraded my equipment back in January. 
He also credited my account an extra $20 for the hassle. Fingers crossed this with all be fixed by my next bill. Seems promising, but they’ve already scorned me twice. 

1

XfinityKassie

Official Employee

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1.7K Messages

@Leacarp81 Good afternoon! Thank you for sharing your experience with our Community Forums Team! I can see how this would be a frustrating scenario, as having accurate billing is important. Have you received a bill since all of this was taken care of for you? I would be happy to check on your billing today if you would like. Please feel free to Direct Message your name and service address. I look forward to hearing back from you today.  

 

To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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

3 years ago

0

user_d6acac

Visitor

 • 

3 Messages

3 years ago

I have this same issue! The [Edited: "Language"] support agent say they have removed this multiple times and it constantly gets added back on the following week!

I am close to stopping my auto-pay and refusing to pay the bill, Xfinity is just stealing money

(edited)

2

XfinityDilary

Official Employee

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2.2K Messages

I'm sorry to hear you are experiencing a similar issue @user_d6acac! This is not the experience we would like you to have. We can help review the account and get to the bottom of this. Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

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

3 years ago

0

Leacarp81

Visitor

 • 

6 Messages

My advice to all of you is fill out a complaint online for the Better Business Bureau. The company then HAS to reach out to you to remedy the situation. Force Comcast/Xfinity into action!! 

3 years ago

user_91fb0c

Visitor

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1 Message

3 years ago

It has been months dealing with this. Nobody can tell me exactly what this converter is, they confirm that the flex box and internet modem on my account are the only items that I have checked out to me. Last month the person swore up and down that it was an old system pulling that info in and that they had definitely fixed the issue. Autopay just hit my credit card, and nope that 7.35 was taken out again. I am beyond frustrated at this point.

6

0

XfinityRaul

Official Employee

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1.9K Messages

Hello, @user_91fb0c. I sincerely apologize for the inconvenience this $7.35 charge is causing you. I'd be more than happy to review your account to see what we can do to fix this once and for all.

 

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

3 years ago

0

user_a21437

Visitor

 • 

8 Messages

Xfinity/Comcast - just fix the overall issue with everyone! This is not a one-off issue. You have a system problem. Bring this to management. Elevate this. Do a simple search and see that you have a big problem with this. It's not isolated. Please help and stop doing it one by one. The same thing happens to me and I call EVERY month. I get credit and then billed again next month after being promised it won't happen again. Please, be a hero here. 

3 years ago

0

CCMarcella

Official Employee

 • 

352 Messages

Hi there! This is definitely not the kind of experience we want our customers to have with us. We'll check on this right away and will do the best possible for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:

-Click "Sign In" if necessary

-Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

-Click the "New message" (pencil and paper) icon

-The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

I no longer work for Comcast.

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

3 years ago

0

user_a21437

Visitor

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8 Messages

@XfinityMarcella​ All Xfinity has to do is read this thread and respond with one voice. Again, you're asking us to contact support separately so no one else can see the answers. We've all been calling to get our bills fixed. We shouldn't have to continue to send one-off support requests. Please provide us ALL with one answer that is vetted by corporate. We'd really appreciate it.

3 years ago

0

user_d6acac

Visitor

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3 Messages

@user_a21437​ Contacting support doesn't work! I have spoken to support every month now... I am going to seek legal action, this is just stealing at this point.

3 years ago

0

Blender45

Visitor

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2 Messages

3 years ago

Thank you for the update. I also am getting that charge on my bill.  I recall the push for that streaming box and went ahead and received it. Not using it now and will be happy to return it! Thank you again for updating.

0

0

Blender45

Visitor

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2 Messages

3 years ago

Thank you for the update. I am also receiving this charge. Now that I know it's that streaming device that has been collecting dust on my shelf, I'll happily return it! They did really push that device on us. I already had Roku and Apple TV, so I did not need another. Now they charge for it regardless if it is in use or not. Sheesh. Thank you again.

2

user_a21437

Visitor

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8 Messages

@Blender45​ If it's indeed the Flex TV device that we're all surmising, it would be nice of Xfinity/Comcast to get on this thread and say, Yes, this is what it is. That said, it was sent to us FREE. Nowhere did it say that it was a trial or we'd be charged at some point in the future for either using it or not returning it. Maybe they're charging for it now and we all got caught in a system glitch. But this is NOT right and Xfinity/Comcast is failing to provide adequate support for our answers. 

3 years ago

0

CCMarcella

Official Employee

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352 Messages

Hello there! Thank you so much for taking the time to reach out to our Digital Care Team on Forums. The flexbox is in fact free for the first box that is active on the account. You are able to have up to 3. The secondary and tertiary box would be $5 per month as a rental fee. I hope this was more helpful. 

I no longer work for Comcast.

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

3 years ago

0

user_ae52a9

Visitor

 • 

1 Message

3 years ago

Hi everyone, I finally got an agent to say *what* the charge was for- and they said it was for an inactive modem (I use my own equipment). 

2

0

user_d6acac

Visitor

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3 Messages

@user_ae52a9​ It's amazing how they try to steal money off their customers.

3 years ago

0

Leacarp81

Visitor

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6 Messages

File a complaint online with the Better Business Bureau. The company you search for is Comcast (not xfinity). I filed a complaint and days later someone from Comcast reached out to me to fix the problem. He was very polite and helpful. He made adjustments to account (he had to change the “codes” associated with my account). He even credited me money owed from past bills and a courtesy $20. I double checked my new bill this month and it’s all fixed. My plan now shows all the proper equipment and proper charges. 

soooo start with filing a complaint online at the BBB. Good luck

3 years ago

0

user_c347c9

Visitor

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1 Message

3 years ago

Same this happening with me too, I have already contacted service agent 3 times. Is there a way we can escalate this? I don't want to keep checking my bill every month to verify if I am falsely charged for something I don't own. Very poor service.

3

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Leacarp81

Visitor

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6 Messages

@user_c347c9​

File a complaint online with the Better Business Bureau. The company you search for is Comcast (not xfinity). I filed a complaint and days later someone from Comcast reached out to me to fix the problem. He was very polite and helpful. He made adjustments to account (he had to change the “codes” associated with my account). He even credited me money owed from past bills and a courtesy $20. I double checked my new bill this month and it’s all fixed. My plan now shows all the proper equipment and proper charges. 

soooo start with filing a complaint online at the BBB. Good luck

3 years ago

0

Leacarp81

Visitor

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6 Messages

By going with the method it forces someone within comcast from higher up the food chain to reach out to you. It’s like they’re customer complaint resolution center or something. They’re also more knowledgeable than your basic phone rep person. 

3 years ago

0

CCStephanieK

Problem Solver

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909 Messages

Hello, @user_c347c9. The first Flex box is free for our internet subscribers, as long as the box itself is active. If the box is not installed/activated, then there will be an inactive device charge for the box. If the box is not used or wanted, we can accept a return for box and look into crediting the charges for the equipment. Do you currently have the Flex device plugged in? 

I no longer work for Comcast.

3 years ago

0

user_af3bfd

Visitor

 • 

1 Message

3 years ago

I'm a new customer and this happened to me as well.  Please remove extra $7.35 charged on my account as I'm using my own router. 

1

0

XfinityAmandaB

Official Employee

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2.2K Messages

@user_af3bfd thank you so much for your comment! With that amount that definitely sounds like it has already been removed. Our modem rentals are $14.00 each month if it is not included in a promotion so it being for less than that would definitely lead me to believe that was a prorated charge from it being removed mid-cycle. You can check to see if you are being billed still in your full monthly billing details in the PDF version of your bill we provide in your Xfinity My Account and the Xfinity My account app. Also, the Xfinity app and the Xfinity My Account app would provide details for any equipment that is attached to your account. This is how you can see your PDF bill online. https://www.xfinity.com/support/articles/viewing-your-bill-online-ecobill  

If you would like more help please feel free to send over a private message so I can get your account details to better assist please make sure to include your name and the address for your account. 

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" 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

3 years ago

0

user_f610a3

Visitor

 • 

2 Messages

3 years ago

@XfinityOtto

I'm also having this charge added to my account. I haven't asked for this item and I want a refund on what I've paid.

0

0

user_494c09

Visitor

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1 Message

3 years ago

same thing happened to me.... i would join a class action

0

0

user_8d8e41

Visitor

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2 Messages

3 years ago

Having the same problem. I've called 5 times over the past 5 months, and I am told each time that "it's definitely removed now, you will not see the charge again," however it shows up again every month. They also charge for a TV franchise fee, and some other nominal TV fee. [Edited: "Inflammatory"] it is clear that Xfinity has not addressed this widespread issue. They have no incentive to fix it because [Edited: "Inflammatory"] customers that don't have the time, or are unaware that it is being charged (they encourage everyone to sign up for autopay). [Edited: "Solicitation"]

(edited)

1

0

CCTravis

Problem Solver

 • 

546 Messages

Hey there, @user_8d8e41 Thank You for taking the time to reach out to Xfinity Support, here on the Community Forum. It looks like you have a couple of concerns. I assume that you are referring to the Broadcast TV Fee, but some other fees are specific  to a certain region or state.

The Broadcast TV Fee is an itemized charge on your bill that is based on the costs of providing the local broadcast stations that we carry on our cable systems in each area. These costs include the fees that broadcast stations charge us to carry them on our cable systems, which are among the fastest growing components of our programming costs. These fees have become common in our industry.

Also, it appears that you may be dealing with an equipment fee, or at least that is what the original poster appears to be experiencing concerns with. I will be happy to assist with your account in any way that I can. To get started, and to locate the account, please send our team a direct message with your full name and full address. Thanks!

To send a "Direct Message" message:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

I no longer work for Comcast.

3 years ago

0

user_d6eb34

Visitor

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1 Message

2 years ago

I have the same issue, additional charges for $7.35. Please remove it from my bill!

2

0

CCDanny

Recognized Contributor

 • 

238 Messages

@user_d6eb34 thank you for reaching out about the $7.35 charge on your bill I am here to help you with the charge. 

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.

I no longer work for Comcast.

2 years ago

0

user_8d8e41

Visitor

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2 Messages

@user_d6eb34​ 

I submitted a Better Business Bureau complaint and received a call within a few days. The person that helped me is claiming that they found a macro “bug” in their system after looking into this, and it should be fixed across the entire company/all accounts now. If you still have the issue, submit a complaint. I was not able to get a helpful person in the phone before this. Also, post to here cause I’d like to know if it’s actually fixed or if he is just blowing smoke.

2 years ago

Leacarp81

Visitor

 • 

6 Messages

2 years ago

Guys….. I’m telling all of you. Please file a complaint with BBB online. They will reach out to you directly to fix the problem. When I filed the complaint I listed Comcast as the company at fault since that’s Xfinity’s parent company. 

It’s the only way to truly fix the problem because it escalates the issue to staff higher up the chain that can better fix the problem. The people you chat with on the xfinity app and call locally can’t do anything. They might fix one month’s charges but the extra money will eventually show up again. 

It’s essentially a coding error on our accounts. They’ll have to change the codes when they call you. I handled all this back in august and haven’t had a SINGLE issue since. 

So, please file an online complaint with the Better Business Bureau 

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