Visitor
•
1 Message
Storm-Ready WiFi Returned, Balance Promised to Be Waived but Sent to Collections
I’m looking for help resolving a billing issue related to Storm-Ready WiFi.
In October 2025 I returned my Xfinity equipment in-store, including the Storm-Ready WiFi device. At the time, I was not aware that Storm-Ready WiFi was considered a purchased device rather than leased equipment. The store accepted the return without issue.
Afterward, I contacted Xfinity customer service to confirm next steps. I was explicitly told by a representative that, since the device had been physically returned, the remaining balance would be waived, and I was given a confirmation number for that adjustment.
Despite this:
My bill was never adjusted
I did not receive follow-up communication
The balance was eventually sent to collections
I’m hoping a Community specialist can help:
Review the confirmation number and interaction notes
Verify the device was returned
Correct the billing and remove the collections item tied to this charge
I acted based on guidance from Xfinity at the time and would appreciate assistance getting this resolved.
XfinityJustinC
Official Employee
•
1.9K Messages
21 hours ago
Hello, @user_0k2v7g thank you for reaching out over Xfinity. I'd definitely like to investigate this further, the Storm Ready WiFi devices were purchased either in a lump sum or broken down over 24 monthly payments. Those had a 30-day return policy, so if it was taken back at a store location that definitely should have been reviewed further before accepting if it had been longer than 30 days since you received the device. I'll need to gather some information that we don't want here in our public conversation, Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
0
0
XfinityJustinC
Official Employee
•
1.9K Messages
20 hours ago
@user_0k2v7g I appreicate you sending the direct message with the requsted information, and I was able to locate that. I'll follow up with you there to continue with the equipment billing concern.
0
0