Recurring inactive equipment charge

Hello,

I am requesting a review and billing adjustment for a recurring $15/month “Internet/voice Equipment” charge on my account.

I have one modem that I currently use, and that equipment is reflected separately on my bill as the $15/month Modem Rental charge. The additional $15/month charge is for Internet/voice Equipment, which my bill currently identifies as “Inactive.”

I was recently informed by an Xfinity representative that I have been paying this additional equipment charge since approximately January 2025. I was not aware of the charge because my overall monthly bill had remained consistent for years, so I had no reason to realize that an additional equipment charge was being assessed.

I do not have the inactive Internet/voice equipment and therefore cannot return it to a store or UPS.

I am requesting that Xfinity:

1. Review my equipment/account history and identify the equipment associated with this $15/month charge.
2. Confirm when that equipment was last active on my account.
3. Remove the inactive equipment charge from my account.
4. Review and credit the recurring $15/month charges dating back to January 2025.

I previously contacted a live Xfinity chat representative and was told that I must go to a retail store. Since I do not possess the equipment, I am requesting that this be handled as an account/billing dispute remotely and escalated to an appropriate billing or equipment specialist.

I have a copy of my bill showing the equipment as inactive and can provide it if needed.

Please provide a written response regarding the outcome of the review.

Thank you.