Visitor
•
2 Messages
Fee reversal
I am writing to formally express my frustration and disappointment regarding a recent charge on my account for “unreturned equipment” in the amount of $120 for a Peacock box.
I have been a loyal Xfinity customer for both internet and mobile services for several years and have always paid my bills on time. Recently, I disconnected my services as I am in the middle of relocating to another state. During this time, I am also eight months pregnant and currently on medical bed rest while caring for my child as a single mother. Needless to say, this is already an incredibly stressful and physically demanding period in my life.
The charge in question is for a Peacock box that was originally provided to me for free. In today’s environment where the Peacock app is widely available on nearly every smart TV and streaming device, this piece of equipment is largely obsolete and unnecessary. Despite this, I was charged $120 for not returning it.
I called Xfinity customer service to explain my situation and respectfully requested that the charge be reversed given my health circumstances and the fact that I am in the middle of a cross-state move. Unfortunately, my request was denied.
It is extremely disappointing that after years of being a responsible and loyal customer, Xfinity has chosen to prioritize the return of a promotional streaming box over showing basic compassion and flexibility for a customer who is eight months pregnant, on bed rest, and navigating a major life transition.
At a time when I should be focused on protecting my health and the wellbeing of my unborn child, I am instead having to spend energy advocating over a $120 charge for equipment that was originally distributed as a free promotional item and has minimal real-world utility.
I respectfully ask that Xfinity review this situation and reverse the $120 equipment charge as a gesture of good faith toward a long-standing customer facing legitimate medical and life circumstances.
Thank you for your time and consideration. I sincerely hope Xfinity chooses to demonstrate that it values its customers not only when they are paying monthly bills, but also when they are going through difficult moments in life.
XfinitySeth
Official Employee
•
903 Messages
2 hours ago
Good day user_isf1wk 👋 Right away I want to thank you for the many years you'd been with the Xfinity family as well as congratulate you on your upcoming delivery! Handing a big move on top of a pregnancy I imagine has your hands completely full for sure, and even though you're no longer with us at Xfinity, we always want to help in any way we can 👍 If you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, we'd be happy to review the equipment charge you're referring to.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
1
0