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user_2wve0m
1st Topic

3 Messages

Wednesday, May 29th, 2024 9:31 PM

Closed

Charges for returned equipment

I returned my equipment in February of 2022. I am still being charged for the equipment. I cannot find an email to contact customer service. I have been charged a total of $255 since February 2022.

Question

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Updated 

4 months ago

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Accepted Solution

XfinityJeniece

Official Employee

 • 

2.7K Messages

8 months ago

Hey there, user_2wve0m, thanks for reaching out through Xfinity Forums regarding your equipment charges. I would be happy to take a look at your account to help with any equipment fees! 

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.

 

4

user_8b59de

Visitor

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4 Messages

I too am having this same problem... I returned my storm ready Wi-Fi gateway on July 31st 2024, I did this in person and there were several glitches but you guys are also charging me $255 You said that you were going to take it off my account but it has been since August 9th. I had to cancel my automatic billing I'm concerned about this issue. Please what do I do?

4 months ago

0

XfinityAlyssaA

Official Employee

 • 

1.8K Messages

Good evening @user_8b59de, and thank you for reaching out on our Community Forums to let us know that you also are experiencing this issue, we appreciate it and assure you that our team is here to help. I see that you stated you returned your storm ready WiFi gateway on July 31st in person but are being charged $255. Our Storm-Ready WiFi and Battery Backup are subject to the Comcast 30-day money back guarantee and may be returned for a full refund within 30 days of original purchase date. To confirm, did you return the equipment within 30-days of purchase? For more information, I have included the following link https://www.xfinity.com/support/articles/return-exchange-xfi-pods. May I also ask if you received a receipt for your return? 

 

We look forward to hearing back from you as we want to ensure that your concerns get properly addressed. 

 

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

user_8b59de

Visitor

 • 

4 Messages

I do not believe it was within 30 days I had no idea that I had this equipment I thought I had more xumo boxes. It wasn't until I was on the phone with a representative that I opened the additional box to discover that I had been delivered the storm ready Wi-Fi... But I have spoken with multiple representatives and they all assure me that it will be taken off my account. I do not have a receipt for my return but I do have three text messages from when we tried to return the equipment while I was in store. At the same time I returned my previous flex equipment and was charged for not returning it sooner. I was credited for that. This was all from A series of mistakes of me trying to save money on my bill I in essence deactivated my flex services and then when I tried to get back up and running I guess I ordered a new gateway with the storm ready Wi-Fi but was totally unaware I was doing so. I already have the new gateway. Hope this information helps can you tell me who I can speak with directly. I am most likely contacting the store today. 

4 months ago

0

XfinityKassie

Official Employee

 • 

1.5K Messages

 

user_8b59de Gotcha! Thank you for the additional details. I'm happy to take a look, and see what we can do to help. Can you please send a Direct Message with your name, and service address? 
 
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

 

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

XfinityRaul

Official Employee

 • 

1.7K Messages

8 months ago

@user_2wve0m We want to thank you for reaching out on the Community Forum for support with your account. We are glad we were able to resolve your unreturned equipment issue and get you into a better plan. Never hesitate to create another public post for any of your future account and service needs!

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