Ticket number [Edited]

am requesting assistance escalating a billing dispute related to Xfinity Home equipment that was never used and has already been returned. At this point, the issue is not just customer service — it is the repeated and conflicting guidance I have received across multiple Xfinity channels, including this forum.

At the time I signed up, I was given incorrect information by Xfinity representatives regarding installation requirements. I was told certain setup steps would not be necessary, which later turned out to be false. Because of this misinformation, the service could not be used as sold to me, and the equipment remained sealed in the box the entire time.

When I attempted to resolve this, I received inconsistent guidance from multiple representatives. This included being told different things about how and where the equipment could be returned. I also went in person to the Xfinity retail location in Cicero, IL, where a manager explicitly told me that the return could not be completed in-store. I relied on that information, which directly contributed to the delay.

What has made this even more frustrating is that the inconsistency continued here in the community forum. In a prior forum interaction, a representative I messaged directly advised me not to send “unsolicited text messages,” despite this being an internal forum messaging system. That same representative then stated that the equipment was mine and that the situation was my fault, even though the equipment has already been returned.

To further compound the confusion, I was later told again that the equipment could be returned in-store — the exact opposite of what I was told by the Cicero location manager and the reason this issue escalated in the first place.

To be clear:

• The equipment was never installed, activated, or used

• It remained sealed in the box the entire time

• The service was not usable due to misinformation provided at sign-up

• The equipment has already been returned and is no longer in my possession

• The delays were caused by conflicting instructions from Xfinity, not inaction on my part

Despite all of this, I am being charged for the equipment. I am formally disputing this charge based on misrepresentation of service and documented inconsistent guidance from Xfinity representatives across chat, retail, and this forum.

I am requesting that this issue be escalated for proper review and that the charge be removed in full. I am not refusing responsibility — I am asking for a fair resolution to a situation that originated from incorrect and conflicting information provided by Xfinity.

I would appreciate assistance from a moderator or escalation team and am happy to provide any additional details if needed.