thiefs.

Hi user_76ntut, we appreciate you stopping by the community forums to reach out! I'm sorry that you've been charged for a piece of equipment that may not have been in your possession for quite a while. Though I apologize for the negative experience you've had while speaking with our representatives, they would be correct in their statement that we can only reverse a charge within 120 days (four months) of it showing on your bill per the Xfinity Residential Services Agreement. 
To break it down, in situations with equipment showing as unreturned, though a customer will state that it was returned prior to the 120-day window, the equipment doesn't appear in our inventory. As such, we won’t have any record or proof that the equipment was received, but we can still offer to reverse the charge for up to 120 days, even though we can’t confirm receipt and the equipment is not in our inventory.
All that said, our team can still take a look on our end to see what's possible and investigate further! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll dig in!

How to Send Us a Direct Message:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

How to: Direct messaging within the forum