free indoor camera from xfinity rewards not free

It was a xfinity reward i just received email that the camera is being shipping and i will get a 2.50 a month credit, and that i need to keep it for 2 years.  My husband does not want more added to our bill.  I saw another post her that they thought same that camera was a free reward, not that we have to pay for it.

Here is the email i just received.

@Laurie , thanks for the additional details! Let's see if we can dig into this and find out what's going on. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks! 

@XfinityFrank​ I am having the same issue. The offer didn't make it clear that there was a fee involved until after I had clicked on it. Now I have no way of cancelling it.

We're sorry to hear that you are also experiencing this issue @Joshm9420. Our team would be happy to take a look at your order and see how we can help. To get started, may we please have your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

• Click the "Direct Message chat" icon
• 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

We look forward to working with you! 

I was told there was no fee upcoming on my account and I will contact back if I do get charged

Same here got a free camera after i told the person on the phone dont send it. They were told over a month ago

It’s just a promotion to get people to use there camera and try them out just so you can buy more but I only need one so I’m good 😅

Just got an email that my equipment is on its way after I specifically said I wanted to cancel the order I do not want this I do not want the extra charge on my bill.

Hello, @Laurie how are you? Sometimes an order can be cancelled, and the package will still ship. It just depends on the timing of things. The easiest thing to do is decline the package and the equipment will be sent back. Did you get an email confirmation message communicating the order was cancelled? If you have account alerts enabled you will see this notification. 

You can also sign into www.xfinity.com to see the order. When you click the Purple Account icon simply go to Account and Identity and then Order Agreements to check on the order. 

Gotcha, thank you for the details Laurie

The best option would be just as my colleague outline to decline the package and the equipment will be sent back. Viewing everything can also be done via www.xfinity.com to see the order. When you click the Purple Account icon simply go to Account and Identity and then Order Agreements to check on the order. 

Checked there is no order for camera

@Laurie, Thank you for trying and letting us know, we appreciate it. It sounds like you dont have equipment coming to you but just to make sure we can look on our end. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

I left note for ups that i refused package they delivered it anyway and are now telling me to contact you to return the package.  I have not opened it i do not want it how do i get it back to you?

@Laurie I want to make sure we get the equipment returned. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

We understand your frustrations and where you are coming from @fxinity. We definitely don't want you to feel like we are holding this over your head for the next two years or that we are trying to squeeze additional money out of anyone. We are happy to help look into options to return the camera and ensure that you are not charged, rest assured our team wants to do everything we can to help turn this around.

To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

• Click the "Direct Message chat" icon
• 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

We look forward to assisting you further. 

Same here just got a camera after I told them over a month ago do not ship it and customer service said you will not receive it Talk to agent he Said does not see it on my bill yet right now Told me to take it back to store which is 69 miles away but worth the headache to send it back

Hey @jsess4431, thanks for reaching out to Xfinity Support on our forums and letting us know you are having the same issue. When you get a chance, can you send us a direct message so I can see what is going on from this end?

I received a camera also, part of rewards.  I cannot afford a camera.   No charge, Fine.   Havent hooked it up, thank goodness.  Or do you start charging when its ahipped?  Ugh!

Hey there user_yygcpl thanks for using our Forums and for brining this to our attention. Can you please send us a DM so we can look into this further for you? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message