Unable to return Flex box and still charged the one-time charge for non-return!

I recently moved from Illinois to California and did not get a chance to return my free Flex box after disconnecting my service. I tried to print out a return label to give the Flex box back but because I disconnected my service, it wasn't listed in the list of my equipment and therefore could not print out a return label. I contacted customer service and they said they checked my account that there are no charges for the Flex box, and that I would not be charged (I have a screenshot proving this). However, I got a letter from Xfinity with a $120 one-time charge for not returning the Flex box.

I feel that this is extremely unfair and dishonest, and I should not be charged for something that I was not given a convenient way to return and told that I would not have any charges. Can I get this waived and given a proper way to return my Flex box, preferably by mail?

Responses

XfinityThomasD

Official Employee

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1.2K Messages

3 years ago

@benjamint1 I appreciate you creating a post on our Community Forums and am terribly sorry to hear of the experience you've had with this. I can certainly understand the frustration here and would love to help. If you do have the equipment, the easiest way to have it returned is to bring it to any local UPS store. They will pack and ship it back to us at no cost at all, and you can ask for a receipt with the tracking # along with the equipment info for your records. Once it has been received by our warehouse, the equipment charge will be waived from the final statement immediately after!

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benjamint1

Visitor

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2 Messages

3 years ago

How does UPS ship the equipment if I don't have a return label that I can print to send to Xfinity? Will they generate one for me? If so, then why did the customer service agent tell me that I had to bring my equipment to an Xfinity store that is 3.5 hours drive away from me?

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XfinityThomasD

Official Employee

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1.2K Messages

We have a partnership with UPS and they have our dedicated account information to ship equipment back to our warehouse. They would take care of the packing and shipping of the equipment. You will just want to make sure to notify them that it is being shipped back to Xfinity and that's it. When calling UPS to schedule a home pickup, they would require a prepaid return label and the equipment to already be ready to ship, but at the store locations, they will handle it for you.

I do apologize that this was not mentioned before when on the phone and I can make sure to notify my leadership of the issue as well.

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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

BruceW

Gold Problem Solver

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26.3K Messages

3 years ago

... a proper way to return my Flex box ...

For reference: https://www.xfinity.com/support/articles/returning-your-equipment

(edited)

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Billing

benjamint1

Unable to return Flex box and still charged the one-time charge for non-return!

XfinityThomasD

benjamint1

XfinityThomasD

BruceW

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