Equipment Retun Label

 I am requesting assistance with an issue that has still not been resolved despite multiple attempts to get help.

I was informed that I would be receiving a brand-new modem, but when the package arrived, it was the exact same model that I already have. To make matters worse, the replacement modem would not even connect or function properly.

I attempted to schedule a UPS pickup for the return but was unable to do so. I then contacted Xfinity through chat, where I was assured that:

• A new prepaid return label would be sent to me.
• The $15 charge associated with this issue would be credited back to my account.

Unfortunately, neither of those promises has been fulfilled.

I am now concerned that I may be charged again for equipment that I have been trying to return. I want to return this modem as soon as possible, but I do not have reliable transportation and am unable to take it to either a UPS location or an Xfinity Store.

I am asking that you please:

• Send me a new prepaid return label immediately.
• Arrange a UPS pickup, if possible, since I cannot travel to return the equipment.
• Confirm that I will not be charged for the modem while I am waiting for the return label.
• Process the promised $15 credit to my account.

I have made every reasonable effort to resolve this issue on my end, and I simply need Xfinity to provide the means for me to return the equipment.

I would appreciate a prompt response so this matter can be resolved before any additional charges are applied.

Thank you