New Poster
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6 Messages
Unreturned Equipment Charge
I have no idea why, but a $14/month "Unreturned Internet / " charge on my invoice. The note under it says, "Voice Equipment Is Inactive. To Avoid Future Charges, Please Return The Equipment To Your Nearest Service Center." Well, I have a Comcast provided voice modem that I pay $14 a month for, and it's definitely active! My data modem is my own and it's also fine.
I wish I could talk to someone in customer service, but the 800-Xfinity automated system won't let me speak to an agent. It pushes me to the "online assistant" and when I ask for help with an erroneous charge, it gives me the 800 number to call! Extremely frustrating. Not sure what else to do.
CCEthan
Official Employee
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1.4K Messages
3 years ago
@gregger77. Thanks for letting us know about your inactive charge issue. We are full service here and can take care of that for you. Direct message your name and address.
Make sure you are signed into forums
1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon
2. Hit the compose button to the right of "conversations"
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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nharwit
Visitor
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2 Messages
3 years ago
Hi Xfinity,
I've had a similar problem that I hope you can help me resolve. I cancelled my Xfinity services about 3 months ago due to relocation, but every month I get charged a $55 "unreturned equipment fee" even though I never received equipment from the start. I didn't get the flexbox because I used my own modem/router. I've chatted with 3 Xfinity live chat agents and they said they've fixed it, but every month the $55 charge is back.
Could you please help me resolve this? It's getting extremely frustrating and it'll be hard to recommend Xfinity to friends if this continues any longer (otherwise Xfinity was great).
Thank you!
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user_a5657b
Visitor
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1 Message
3 years ago
I am having the same problem. I returned equipment andhave the receipt. I communicated with chat because I received a notice that they had not received equipment. I was told don’t worry I won’t be charged, I even have a screenshot of conversation. I was charged $710.18. Receipt shows the model and serial number returned. To talk to a person they ask for your phone number etc. when I do that they say that I don’t have an account, I know that! I’ve cancelled.
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