Visitor
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1 Message
Charges for Limited Basic Converter
I have reached out to customer service three times now with this issue, received a different response every time and still have this mystery charge on my bill.
What is a Limited Basic Converter (says it's "Inactive" by the way), why am I being charged for it and why can't anyone get this off of my bill? When I ask, none of the representatives would tell me what this is or why I am being charged for it. I have never received any sort of converter from Xfinity, I only use Internet and I have my own modem and router. There is nothing they should be charging me for.
The first representative I spoke to agreed they would remove the charge from my account and provide me with a $10 discount for 24 months (since this has been going on for TWO YEARS!). This never happened.
The second representative just disconnected with me.
The third representative told me they would reimburse me for all charges made and went as far as giving me a confirmation number. I asked for a confirmation e-mail and they said they can't send emails and that the reimbursement would show up in my account in 7-14 business days. Needless to say this was never received nor was this charge removed from my account.
Is this legal? What is the solution here? Luckily my plan is up this month so I can get out of this contract if it's not resolved. This is probably the worst customer service experience I've ever had.
XfinityGabriel
Official Employee
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2.3K Messages
2 years ago
Hi, @userwm1982! Thanks for taking the time to visit our forums page for help with that charge. I never like seeing unexpected charges so I understand the frustration that this can cause. I am sorry to learn about this experience. From what I understand, I remember those Limited Basic Converters were needed to get local channels around when HD was newer years ago. In order to research this further, I will just need to pull up the account to take a look at what's going on. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.
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