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user_2d46a1
1st Topic

Visitor

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2 Messages

Tuesday, August 5th, 2025

Request to Remove Unreturned Equipment Charge and Credit Account

Subject: Request to Remove Unreturned Equipment Charge and Credit Account

 

Hello,

 

My account has been charged $15/month for unreturned equipment for approximately 14 months, totaling about $210.

 

We do not have any unreturned Xfinity equipment, and it is likely that your technician took the device during the last service visit.

 

I am requesting:

  1. Immediate removal of the unreturned equipment charge.
  2. A credit for the 14 months of $15 charges ($210).

 

Please confirm once the charge is removed and the credit applied.

 

Thank you for your assistance.

[Edited: "Personal Information"]

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4 days ago

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XfinityEricB

Official Employee

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2.5K Messages

12 days ago

 

user_2d46a1 Thanks for reaching out to us here on Forums today about your equipment charge for devices returned. I would be happy to help get the charge removed, device off account, and apply an adjustment to your account for the past 120 days. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

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

 

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user_2d46a1

Visitor

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2 Messages

Hello,

I am extremely disappointed with the outcome of my recent billing dispute regarding the $15/month “unreturned equipment” charge.

As I stated previously, we do not have any unreturned Xfinity equipment, and it is likely your technician took the device during a past service visit. Despite this, I was only given a $60 credit, when in fact I have been charged for approximately 14 months—a total of about $210.

For a loyal customer of over 19 years, this partial credit feels like an unfair and dismissive resolution. I have upheld my end as a customer, paying my bills on time and maintaining service for nearly two decades, and I expect Xfinity to uphold fairness and accuracy in billing.

I respectfully request:

  1. Full credit for the 14 months of $15 charges (~$210).

  2. Written confirmation once the full adjustment is applied.

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5 days ago

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XfinityAmira

Official Employee

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4.3K Messages

I am sorry to hear you feel this way, user_2d46a1. We appreciate you being a long-time customer with us and truly value you choosing Xfinity as your service provider for over 19 years. As we stated, per the residential customer agreement, you have 120 days from the day a charge appears on your bill to dispute it. After the 120 days, you waive the right to dispute the charge. We have honored the 120-day credit per our policy. 

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4 days ago

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