Reset up after move, charge me for not returning the modem I need to set up for move. Help!

I was displaced from mu home, leaving me.homeless, due to the housing shelter having a previous tenant with xfinity I wasn't allowed to connect mine w.out a lease. It's a shelter no lease. Agent told me to hold onto my modem box for future reconnection. Now I've been charged 100.00, but need that equipment for startup. Need help with person in billing to remove the 100.00 charge as I left account with 39.34 credit ND let me start up now I'm in a new apartment . Call number tells me to log in. Login n it tells me to contact billing. I need help here!

Responses

XfinityAirelle

Official Employee

•

2.5K Messages

2 years ago

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a message, you must be signed in. Please click the envelope icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

2

0

XfinityJustinC

Official Employee

•

1.2K Messages

Hello, @user_e8sej3. Thank you for taking the time out of your day to follow up, and I'm glad to hear the issue was able to get resolved. We are always looking for ways to improve as a company, and getting valuable feedback on where we can make changes is important for us to know where we can improve your experience when contacting us. I'll make sure to pass along the automated system concerns to our corporate experts.

Credits normally update on your account within 48-72 hours after being applied, and would be happy to confirm the old account billing is updated. Since I would need to gather some information to locate and authenticate your account and don't want that in our public conversation, please send a direct message.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.

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2 years ago

0

Billing

user_8prkaw

Reset up after move, charge me for not returning the modem I need to set up for move. Help!

XfinityAirelle

XfinityJustinC

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