New Customer: First bill was not adjusted to reflect returned product (Storm-Ready WiFi)

I purchased the storm-ready wifi along with my gateway because of incorrect information provided by the Xfinity sales rep. Contrary to what I was told at the store, the primary limitation of the storm-ready system is that putting the gateway in bridge mode would deem the backup system inoperable. Because of this, I had to return the system right away.

My first bill did not reflect the fact that I returned the system. I was billed for the monthly payment of the systems + all the taxes and fees associated with the cellular backup service.

Can someone help fix my bills to reflect the return as well as credit back the overcharge on my first bill?

Responses

XfinityThomasC

Official Employee

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2.5K Messages

2 years ago

Hello, @user_eda731 It's likely the return will not reflect on the current bill depending on when the return was performed within your billing cycle. This means it will likely reflect on the next bill. Please allow me the opportunity to review your billing and provide some answers. Could you please send our team a direct message with your full name and full address? To send a direct message:

In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
Click the "New message" (pencil and paper) icon
In the 'To' line, type "Xfinity Support" there. 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. An official employee, such as myself or whoever is first available, will respond. Thanks!

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user_eda731

2 Messages

@XfinityThomasC Thank you, Thomas. Just reached out to the customer service team. Unfortunately, the 'Ask Xfinity' bot just had me going in circles with no actual progress and then I spent hours on the phone (over multiple days) trying to get through to an agent only to be pushed back to the 'Ask Xfinity' bot. That bot is diminishing the customer experience and it doesn't seem to be alleviating the volume of requests coming after waiting almost 3 hours for a call back. I know it has nothing to do with you and your team but just stating as feedback because I had Xfinity for 9 years prior without any bad customer service experiences.

Thank you for the help!

2 years ago

XfinityAdrienne

Official Employee

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1.2K Messages

Thank you so much for the feedback, @user_eda731! We will certainly document the feedback regarding attempting to get assistance over the phone as we are always looking into ways to improve our customers experience. We will continue to work with you our DM's to ensure that your billing concerns are fully resolved as quickly as possible.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

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user_0v1728

2 Messages

@XfinityThomasC having my extremely difficult time trying to return brand new 1 week old storm ready WiFi. Bits aren’t helping, store customer service is not helping . What to do next shirt if calling a cunsomer tv reporter and having a film crew come out and help. Many many m at people having same issue . Please help with final solution

1 year ago

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XfinityTy

Official Employee

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376 Messages

Hello @user_0v1728! I apologize that you have experienced issues returning your equipment. Here is a link that shows all of the ways that you can conveniently return equipment back to us: https://www.xfinity.com/support/articles/returning-your-equipment. If you are looking to replace your modem with another, I'd be happy to assist you as well!

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

1 year ago

0

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user_89542b

Visitor

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1 Message

2 years ago

Hello, how do I return the storm ready device? I've tried chatting with the bot and customer service and all they say is to bring it to UPS or to go to Xfinity.com\returns.

I've gone to the return website but the device does not show, so I can't get a return label for UPS. I brought it into the store and they also said they can't take the return.

I've filled out the online questionnaire to return it, the same one as the XFi pods. And they said they would email me within 48 hours, but I've never received that email. It seems impossible to return the device.

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Again

Expert

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31.4K Messages

@user_89542b

Hello, how do I return the storm ready device? I've tried chatting with the bot and customer service and all they say is to bring it to UPS or to go to Xfinity.com\returns.

I've gone to the return website but the device does not show, so I can't get a return label for UPS. I brought it into the store and they also said they can't take the return.

I've filled out the online questionnaire to return it, the same one as the XFi pods. And they said they would email me within 48 hours, but I've never received that email. It seems impossible to return the device.

You should be able to take it to UPS and they can make a label and send it back for you. Make sure you get a receipt, though.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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2 years ago

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Billing

user_eda731

New Customer: First bill was not adjusted to reflect returned product (Storm-Ready WiFi)

XfinityThomasC

user_eda731

XfinityAdrienne

user_0v1728

XfinityTy

user_89542b

Again

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