Free camera not free

@XfinitySara​ I cancelled the order immediately and was told thru chat it was cancelled.

i confirmed thru chat and was told there is no order shown, despite me providing the tracking number I was told they double checked and there was no order showing. Now today I am getting the camera that I clearly cancelled.
Then I was told to return the camera when I get it and they will not bill me. 
I spend hours on this ‘free’ camera being told different stories each time. It seems that 2.50 fee people are being charged is unauthorized and the rewards should be ashamed at this whole fiasco. 

Thank you for letting me know, @user_9k4fm2! I'm happy to take a closer look and see what we can do to help resolve this for you. Could you please send our team a direct message? 

To send a direct message: 

• Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging 
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'. 
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you! 

I need help with this too 

Thanks for taking the time to censor my post, but not provide any further information or explanation about what the problem is, or what went wrong with this "free" camera reward. Won't be able to censor me when I come in person to a store to return it.

There's nothing to take a look at. This issue isn't specific to my account. Xfinity offered a reward for a free camera that isn't ending up free. There's supposed to be a monthly $2.50 charge, and a monthly $2.50 credit, on peoples bills who accepted this offer. People aren't getting the $2.50 credit, just the charge.

In order to assist further @alex179, we would need to review the account. When ready, please do not hesitate to send us a direct message using the steps above.

I tried to resolve this through dm's. I waited 30 minutes for a code to verify my account which never came.

Hello drtrider! Thanks for reaching out on our Forums. We value you as a customer and appreciate you wanting to return the free Camera. I do apologize that it was still sent after you canceled, but since it was a free camera Reward, you do not have to return it, and you can keep it.

Please let us know if we can be of any other support, thank you!

@drtrider Thanks for reaching out and working with us in a direct message to address your billing concerns and free rewards' camera. Please don't hesitate to reach out if you need anything else. 

Please send us a DM and we are happy to jump into this to confirm everything for you. We are looking forward to hearing from you drtrider. 

@alex179​ 
Do you know what department you spoke with to issue that credit?

I am also having this issue of being charged even though it was listed as free when I selected the reward. But now have a $2.50 charge on my bill. (No credit either)

Been on phone with a few Xfinity departments and keep getting transferred from one group to another, but so far the issue is unresolved.

This whole thing sounds more like a SCAM, hoping that people would not notice the small regular fee.

Thank you for reaching out to us @user_hd5wl5! This is far from the experience we want you to have. Could you please send our team a direct message with your full name and full address? Our team would love to take a further look at this issue. 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.

Thanks again for reaching out to us @user_hd5wl5! I’m glad we had the opportunity to fix this issue and credit the charges for the camera. 

Just tried to cancel and return the camera and got the exact treatment. Transferred me three times with NO resolution. This is straight up a scam using deceitful tactics posting in the “reward” section and using the term credit on billing. 

Hi there, @user_1v7gvq ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'll be more than happy to look into your concerns regarding canceling and returning the camera. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

•   Click "Sign In" if necessary
•   Click the "Direct Message" icon 
•   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