Issues re: equipment to be returned after disconnecting service

[Edit: I deleted the previous comment because I was just venting and utilizing voice recognition without checking to see if it was correct so a lot of it wasn't particularly legible, and at times it didn't live up to my standards when it comes to being civil towards customer service, given my experience working in that field. It was nothing too egregious and I was always being quite genuine in showing my appreciation for anyone who has replied to me here, so it was just the larger situation that was so frustrating, but I still know what it's like trying to help people and be kind and respectful no matter how they're behaving which is counterintuitive because you should have to show respect to receive respect, and yet that rule no longer applies in certain professional contexts, so I know what that's like for people dealing with customers like this, it took me long enough to develop that skill when I was still working in that field that I deeply admire excellent customer service and I like to stick to a bare minimum level of politeness even when it's not excellent just to put things in perspective and wish them well and hope their day is going ok, mine very clearly was not and has not been for some time but I'm not here to take it out on anyone, I just need to find a solution to this problem, and similar to this preface that I'm adding as an edit the message that I deleted also wasn't very concise and so that's why this message begins by referring to a "short version". I also have a further question to ask but I will put that in a separate comment. I just wanted to clean up the comments that are still here from the night I was venting and it's no surprise that I was not able to get around to sending my direct message once I got off work given the state of mind I was obviously in. Hopefully my health will improve soon but either way I think I can accomplish the goal of bringing this to the resolution as quickly as possible by focusing my energy on short simple pieces of information from here on out even if the issue as a whole is a bit more complicated if there is a live chat I will be able to resolve it in that context, or so I would hope. Anyway the comment below is something I will just leave as is, but I wanted to explain why it opens by referring to a "short version" and that's because of a now deleted comment I left just above it, which I have attempted to describe alongside my best attempt to explain my reasons for deleting it.] The short version is thank you for your reply and the instructions and obviously a lot of the information you're asking for I would not share in this public forum but I am looking forward to utilizing this tool to get someone to take the time to really take a very careful look at what I'm talking about and get me some answers because it's likely that all I can accomplish is to finally put an end to being screwed over because if I can't get Justice I might as well stop them from further increasing said torque, whether with a Phillips head or traditional Flathead at least that process will have come to a halt but ideally if you see what I'm talking about it would hopefully become apparent that I was not informed of this delinquency in regards today account I took over so if it related to a piece of equipment that he had from TV service that he was no longer using or even more egregious would be if this was his TV service that I explicitly did not sign up for and I only wanted internet then yeah obviously that would be his responsibility to return the TV equipment or at least tell me about it not on the bill that I'm not going to see because I have to sign up to get the basic discount that brings the price down to something more manageable but tell me about it and you should be forced to have them sign something that says explicitly I am taking on responsibility for this inactive piece of equipment that's being rented every month I don't see how that not how it works it's how it should work you can't just leave that kind of thing on my bill without telling me when it's very obviously not my responsibility but the previous account holder and that's kind of thing does not get transferred over to me without informing me in very clear language so that I can either refused to take over his account and get the promotional discount that I could easily have obtained if I had not chosen to do this just try to make things easier for everyone including Comcast so I totally just declined to take advantage of that opportunity that I could have utilized to obtain whatever the biggest discounts were on your website at the time and in return the favor you did me with the lead me with this $10 rip off that you did for what must have been $300 or $400 before you stop doing it and now you won't even let me get an accurate accounting of the equipment I meant to return because it doesn't show the router it only shows this other device and I need someone to fix this for me but obviously yes I will need to direct message with the kind of information which I would never put out here in public and I will do so as soon as I'm off work if I can and I'm just very appreciative that I found a system where maybe I can get someone to look at things more carefully and get me some real answers and then we will be finished with this and if I'm really lucky you might even have satisfied me in regards to a sense of right and wrong and fairness to avoid publicly ripping me off in such a bizarre and unfair away for years on end because of someone else's negligence that you did not inform me of so of course I didn't know to look for that on my bill anyway I'm done and I will direct message next time and I'll use those to me very efficient and get straight to the point I just needed to vent a little

@user_b33713 Thank you for your invaluable feedback. If you need assistance with anything at all, please send us a Direct Message

@XfinityJoe​ yes thank you Joe, my health issues worsened and it caused a delay but I'm going to do my best now to follow through with the direct message utilizing the instructions from @XfinityJamesC to hopefully get the ball rolling to get this all resolved. it's a bit daunting because I am deeply concerned that no matter how unfair this may seem to me and how obvious it seems that it should never have been on my account the fact that the fair resolution as far as I can see you would involve refunding me the rental fees for that entire period of time that I was completely unaware of this device means that you will be unlikely to accommodate me whatsoever, because that would involve you giving me a pretty hefty refund, which will give you guys a very strong incentive to act like it's as simple as the device being at this household and therefore it should be mine to deal with since I took over the account for that household. Perhaps I could hope that you would at least just allow me to return the device that I was aware of and I knew that I was paying rent on it and I am happy to return to you and was planning on returning about a month ago, with the guarantee that I don't need to worry about this other device because you didn't even have it on my bill anymore for the past year, we could start from there. And then I could try to struggle with your team to see if somebody would recognize that this device was never meant to be taken over by me when I took over the account I was never saying I'm taking over every single piece of foolishness that the previous account holder may have engaged in with whatever equipment he took and then never returned even though it had no use, and it's even worse if it did have used up until I took over and switched it to internet but I don't even think I switched it to internet as far as I know I thought that it was already just internet so that would mean it was the previous account holder who was already paying rent on some device that he should have returned and instead of telling us about it or at least leaving it associated with him because I'm supposed to be just taking over the internet and the modem router and nothing else and then telling him hey you need to return this like let him get the notifications telling him to return this device, that seems like it should have been doable where I take over the account at the household and the modem router but he keeps his account insofar there's this other device that has nothing to do with the aspects I was taking over and then he should have been getting notices reminding him to return this device like the ones I'm getting now don't direct me to the modem router I want to return and I have been using and I know that I was paying rent on but instead of this random device that he should have been getting these notifications about. Then I should have never had it in my account because it had no value to me and I'm not the one who rented it. I never signed up for that. Whoever handled the transfer of the account didn't do it right because that's not something that was supposed to be transferred to me. I was only telling you guys that I am now going to be paying the bill and I want to continue to get the same internet service that was already being paid for since we didn't have TV service at the time, what reason did I have to think that there was some other device that I needed to worry about? This whole situation is nuts. 

I just worried I won't even be able to explain it well enough but I will try now using your instructions to start with the direct message and I can get you the information I obviously wouldn't post here like my full name and the address and so on. But this is a really bad situation for me and it's complicated enough that I'm worried that I won't get very good customer service from someone that would actually take the time to understand it cuz it's very convoluted.

Good morning @user_b33713 I hope this message finds you well. We look forward to your Direct Message. 

@XfinityJamesC​ I may still give this a try instead of waiting for you to respond but I would rather receive an answer to what is my final query before I spend my time on the path that you recommend without any guarantee agents will be available at the strange hours I am typically online. You see, there is, in fact, a further issue that I should probably have made more clear, even though the time stamps from my comments might give you a clue. In the comment I deemed pointlessly long and have now since deleted [for this and other reasons I mention in my explanation for having done so, which I provided in an edit, within brackets, like these, that acts as a preface to the comment immediately below the one the deleted comment I am referring to] I mentioned being at work and only able to spend time on this in a limited fashion while it's slow. But I did not make it sufficiently clear, even though I believe that I mentioned being off work at 10:00 a.m.... that I work graveyard shift.

So I should have noticed at the very bottom of your instructions, that it mentions something which will make graveyard shift conflict with being able to utilize the tool you are suggesting will bring me the resolution I require. 

"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."

What are the hours during which there are agents available to participate in such a live session? When I saw the option for direct message I thought it might work like my bank where we send secure messages but there is the possibility of a long delay between responses but the one advantage of this is that you can explain your issue in detail and then they might take the time to actually read it and understand it and offer you a similarly detailed set of instructions as a solution. This is sometimes harder to achieve in a live chat, but it's a lot better than any other option I've seen so far trying to reach customer service at Xfinity.

My final question that I have before I can mark the Accepted Answer, is to know what the hours are for your live chat, so I have the best possible chance of working around my nocturnal work schedule and immobilizing health issue to squeeze in time for this live chat. Hopefully you are open during hours that might come inside with a slow time here at work, or after I've completed the necessary routine I have to stick to after work to reduce inflammation and continue to fight off infection, if I am not too exhausted from working 12 hours then addressing this immobilizing health issue to the best of my ability, there will be agents available to chat with who can look into this for me so I can finally get a straight answer about which equipment I am supposed to return and hopefully get some degree of sympathy regarding the fact I never took responsibility for this equipment even if I don't get a refund for all the needless rental fees I paid, and then I might be able to go back to that apartment and search for it but as far as I know I have asked the people currently living there and on a brand new account with Comcast to keep the modem router safe so that I can return it, but I cannot guarantee that I can locate something I never took responsibility for and have been billed for without my knowledge, and I need this to be resolved so that I can make a single trip and be assured that I will receive fair treatment when I do so, because all I should know is the $2 remaining bill which I wanted to pay but I was supposed to first return equipment, and then every time I went to the menu to do so it only brought up this odd piece of equipment I do not recognize? I had to hunt through my old bills and find out I wish I had been hunting through them years ago, etc. if you've been reading then you know what I'm talking about and I need not continue repeating myself but I just wish somebody could send me a link or something who is here and has read what I'm talking about so that I could interact with them directly and since they have already read this post they would already know what's going on once I give them my other details. As of now I don't even know what hours the option to live chat is available, and that's just the larger pool of agents available for chat, so there is actually a secondary question.

The secondary aspect of my final query is to ask, once I know the hours the agents are available and I chat in with my account information that you mentioned above is it possible to link them to this forum entry and therefore not need to repeat a lot of what I've already said? It would really be nice if I could send them that link and then have them start from some basic understanding of the issue and then I would have less I need to say in order to clarify any details, even though I'd much rather just give you my email here and have someone who has already had the chance to peruse my description of the issue send me a message that way I don't believe it requires a lot of back and forth we just requires thorough understanding of what I am describing and then somebody actually looking at my bills going back really far to see just how crazy this issue is and the fact that the item that is now interfering with me being able to return my modem router because it's still associated with my account even though I was no longer paying rent on it for the better part of a year really was never supposed to be on my account and I don't know how it got there without my knowledge so that I was required to hunt through my itemized bill to know that I was paying rent for something I was completely unaware of and I've never signed up for and should have been addressed during the process of my decision to take over this account rather than have him close out his account and then start up a new one for the sake of taking advantage of promotions, since that's actually doing you guys a favor just so I could keep this modem and router continuously on without interruption in service, and if there was some other weird situation with a device that the previous account holder never returned without my knowledge because that was his account and now this was supposed to be my account then I should have been made aware of it and had the option to return it or by default it really should have just been his responsibility not mine and yet I was never informed and it was just sitting there in my itemized bill as if I am supposed to know to log in and hunt it down by locating the full itemized bill that is never mailed and therefore never really brought to my attention whatsoever with paperless billing, and then located this among the other charges, this device that just never should have been on any of my bills and I honestly can't help but wonder:

Was it removed from my bill because somebody realized... This particular device first showed up on the previous account holders itemized bill but never should have been transferred to mine as it was his responsibility to return it when I took responsibility only for the internet services and the equipment that was associated with the plan that I signed up for, and now it's even interfering with me getting this device returned to you on time, seemingly glitching and popping this up instead of the modem router as if it didn't exist, because of a glitch, and was perhaps always a glitch, simply an error, that I was getting billed $10 a month for what I suspect may have been 3 years, so you see it's just... quite a debacle!!

But if you can answer my final query and its secondary aspect which would allow me to make the best use of my time, once I know the correct schedule to attempt to connect with an agent for a live session then I would accept this answer as the best advice I am liable to receive at this juncture, since someone will not only need all the information I have provided in this post and in these comments, but also take a good look at my account history if they are to go any further than what you can do for me here in this forum having been given access to the facts that need to be investigated in order to explain to me what happened and hopefully provide a satisfactory resolution to what appears to be a massive injustice I've endured, all without my knowledge, until it now rears its ugly head, in preventing me from being able finalize the cancellation of service.