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hh1368hh
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Visitor

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3 Messages

Monday, May 27th, 2024 11:01 AM

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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. 

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4 months ago

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XfinityPeterH

Official Employee

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1.7K Messages

10 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. 

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hh1368hh

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.

10 months ago

0

EG

Expert

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109K Messages

10 months ago

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

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user_703sbs

1 Message

7 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. 

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user_fv8xcz

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!" 

6 months ago

0

XfinityRoberto

Official Employee

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1.6K 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

6 months ago

user_r9gf77

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. 

5 months ago

0

user_iv57gv

1 Message

5 months ago

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

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XfinityAldrik

Official Employee

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2K 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

5 months ago

0

user_rxv45l

1 Message

4 months ago

I am having the same problem. I was told it was free and have been charged for the last year 20 dollars every month. Only difference is i have had the service and still do. I contacted customer service and they took the charges off for 2 months now this month they have added them back.

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XfinityAlyssaA

Official Employee

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1.8K Messages

Good evening @user_rxv45l and thank you for reaching out on our Community Forums, we appreciate it. I'm sorry to hear that you have had your equipment charges added back on. Rest assured our team is here to help. Let's take a closer look at your account and equipment so we can have this resolved for good. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") 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
  • Press Enter to send it

We look forward to working with you further. 

 

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

4 months ago

0

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