H

Visitor

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3 Messages

Monday, May 27th, 2024 11:01 AM

Unreturned equipment charge scam

I canceled Xfinity internet service in January. I was then sent a bill for $120 for unreturned equipment. I was informed this is for a Flex device. I think I received this a couple years ago free from Xfinity. I was  never told it was to be returned if I ever cancelled. I never used it. Can't even say for sure I received it back then. I do not know what to do. I do not have the device and I can't pay, nor do I think I should have to pay the $120 equipment charge. Is this device really $120 new? I feel taken advantage of. 

Official Employee

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1.5K Messages

5 months ago

@hh1368hh Thanks for your post and your feedback. The Flex box was free as in no monthly fee, but yes if you canceled your service the equipment would need to be returned or as you are seeing you would be charged a fee for not returning it. Since you do not know where the equipment is you are liable for the unreturned equipment. 

Visitor

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3 Messages

I was never told it needs to be returned otherwise i would've definitely return it. Also, the new flex is not even worth 120 dollars i was told it will be 55 dollars, I'm gonna submit a complaint if you dont at least reduce the const because this is not fair.

Expert

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106.9K Messages

5 months ago

The concern is not "Xfinity Compliments" related......................... Topic moved here to the proper help section.

Visitor

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3 Messages

@EG​ i still need a response from Xfinity or Comcast on this 

Official Employee

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1.4K Messages

Hello hh1368hh

My colleague Peter had addressed the question regarding unreturned equipment. We do apologize if you feel the equipment is not worth the $120 being charged. Unfortunately, we do not provide discounts on unreturned equipment. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 Messages

Of course it is a scam. 

1. A simple search online finds the equipment new, in original packaging, is sold for $40 to $100 less than the $120. It is not a matter of 'feeling' that the equipment is not worth the $120 being charged or of getting a 'discount.' So, to start with, there is an artificially high charge for equipment, on Xfinity's bet that a decent percentage will never be used, be forgotten about, and never returned.

2. The lack of clear communication ahead of time, so that the customer is on notice that the 'free' box that they didn't request is a $120 problem on the other end, usually years later - this is the second obvious 'tell' that xfinity knows what it is doing, and doesn't plan on giving up its money-maker.

1 Message

3 months ago

I also have the exact same situation, It was never disclosed that this "free streaming box" needed to be returned, it is a very deceptive offer. I think this needs to be specified in the agreement, however it is not listed anywhere. 

1 Message

I now have the same issue! I accepted the offer when it was offered to me years ago, but never even used them. I was explicitly told by the agent "It's free, so if u try and like it, great! If u don't, just toss em aside!" 

Official Employee

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1.4K Messages

Hi there and welcome to Comcast @user_fv8xcz. I am sorry about the confusion on our streaming box. Our Streaming box is free every month but do need to be returned if the service does get disconnected to avoid any unreturned equipment fees. 

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

2 Messages

This non-answer is just one more indication that xfinity is enjoying their scam and has no intention of ending it.

An actual answer would start with: "Here is the notice to people that we have been giving ahead of time" or "We don't give a notice and don't plan to start now" etc. 

1 Message

5 days ago

I to have same situation, however I have equipment me, can I return equipment and get refund 

Official Employee

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1.6K Messages

Thank you for reaching out to us @user_iv57gv! We regret to hear you weren’t informed the Flex box would need to be returned. Once returned the equipment charges will be automatically credited. To return the equipment, we have this dedicated article on ways to return Xfinity Equipment here.

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
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