1 Message

Sun, May 16, 2021 3:47 AM

Reappearing Equipment Charge

I cancelled xfinity home security when the promotion on my account ended in April 2020. I returned the equipment (touchscreen) but discovered I was still being charged for it each month in December. I contacted customer service through the chat feature, the representative “removed” it and reversed the charge. This charge then reappeared in February, I repeated my efforts and was promised it would not return. The charge again resurfaced in April and I contacted customer service asking if I could simply pay for the touchscreen to resolve this issue as I do not have proof of returning it over a year ago - the representative instead again removed it from my account and promised it would not return again. I kept record of this conversation, as I am fully anticipating it will resurface once again in June as it appears to skip one month each time it’s “removed”. 

This past week, I received an unexpected xfinity order confirmation in my email which had a line item if home security. I contacted customer and asked the representative what the confirmation was for (as per the direction in the email) - she could not answer my question. She confirmed what services and equipment were listed on my account, none of which were home security.

I, however, am very uncomfortable with this situation having been actively dealing with it for six months. It seems as if an automated system keeps adding it back to my account. As I am not confident this will ever be resolved now over a year after canceling the home security, I would like to pay the unreturned equipment fee in hopes of resolving this forever. Is it possible for someone to arrange this while I maintain my existing services? Or will I need to cancel my service and wait for a bill?


Official Employee


100 Messages

1 m ago

Hi @user_164d55

Thank you so much for taking time out of your night to reach out and advise of us this billing concern. I know how crucial it is for you to be fully aware of what to expect on your bills and I do apologize this has been such an ongoing issue for so long now! I can assure you that you have come to just the right place and I am more than happy to help with making sure we can get this fully resolved. 

We will need to proceed in a Private Message so that I can gather personal account details from you. I will leave instructions below on how you can initiate a private message with us. Please be sure to include your first/last name, and full service address.

• Click "Sign In" if necessary

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