Visitor
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1 Message
Return of unused Xfinity equipment
I switched to a customer owned modem. I did not return the old Comcast modem. Comcast continued to bill me for a monthly equipment charge for the unused unreturned modem. I recently returned the modem to a local Xfinity store. They said I would need to contact Xfinity Customer Support for Billing assistance to get a refund. When I contacted Xfinity Support through the chat, the agent understood the situation and generated ticket saying that the back-end team would review the past bills and provide the credit due.
I received an email notice: “We’re not able to process your request for a credit” - not explanation or anything.
EG
Expert
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111.8K Messages
11 hours ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityMarshante
Official Employee
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256 Messages
7 hours ago
Hello @user_3q7thy, thank you for taking the time to leave a post. Sorry to hear that you weren't informed about the ticket resolution that was created for you in regard to the unreturned equipment charge. If there is inactive equipment that you are leasing through Comcast, and if the equipment is not returned and removed from your account within 30 days, a monthly fee applies. The fee continues to be charged monthly until the equipment is returned and removed from the account. Once the equipment is returned, we stop charging the fee and prorate the charge for the rest of the billing cycle. The bill also shows a message about the fee and states to please return the equipment to the nearest service center.
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