Request for Review of Seasonal Hold and Equipment Charges

Hello,

I have been a loyal Xfinity customer for more than 20 years. Recently, I relocated from Hollywood, Florida, to Morrow, Georgia. On March 1, 2026, I contacted Xfinity to notify the company of my move. During that conversation, I was offered the option to place my account on a seasonal hold for a minimum of six months. My seasonal hold became effective on March 2, 2026, and is scheduled to remain in place until November 26, 2026.

Approximately one month ago, I began receiving daily phone calls from Xfinity regarding my account, along with billing statements indicating that I owed more than $400. After reviewing the statement, I discovered that the charges were related to unreturned equipment.

At no point during the seasonal hold process was I informed that I would be required to return my equipment. Had I been advised of this requirement, I would have taken the necessary steps to avoid additional charges. Furthermore, my understanding was that I would need the equipment when reactivating my services after moving into my new residence.

In an effort to resolve this matter, I visited the nearest Xfinity store in Morrow, Georgia. I was informed that the location is independently operated and could not accept the equipment return. I was advised that I would need to return the equipment through UPS. Additionally, I was told that the store was unable to make any adjustments to my account or billing because they are a third-party retailer.

I am requesting clarification regarding the following:

1. Why am I required to return my equipment while my account remains on an approved seasonal hold and I intend to reactivate my services once I move into my new residence?
2. Why has my account been charged more than $400 for equipment when I was never informed that the equipment needed to be returned during the seasonal hold period?

As a customer of over 20 years, I am extremely disappointed by this experience and the lack of clear communication regarding the seasonal hold process. Over the years, I have received offers from competitors, including AT&T, with more favorable pricing. However, I chose to remain with Xfinity because of my loyalty and long-standing relationship with the company.

Given the misinformation and inconvenience I have experienced, I am now considering returning the equipment and discontinuing my services permanently. I believe long-term customers should be treated with transparency and respect, and I hope this situation can be reviewed to prevent similar issues from affecting other customers in the future.

Once I receive clarification and a resolution regarding these charges, I will proceed with returning the equipment if necessary. I also request that any improper equipment charges be reviewed and adjusted accordingly.

Thank you for your time and attention to this matter. I look forward to your response.

Sincerely,

Ana Garcia