Lost Flex Box

Xfinity really needs to get their act together on Flex Boxes. I was given a "free" item, with three months of use. When it ended I didn't use the service. After 4 years they tell me I have to return an item that I was never expressly told I'd have to return. Now I'm moving and was purging and got rid of the stupid thing, and I would have returned it years ago if I had known it was linked to my account and you were going to want it back!!

How can I report the box lost and pay whatever stupid fee you're going to hit me with because you hid the fact that it needed to be returned in miles of legal nonsense?

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XfinityThomasB

Official Employee

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2.1K Messages

1 day ago

Very sorry for any confusion user_blahblahblah. Any equipment that we provide would still belong to Xfinity, even if the equipment is provided at no charge, we would need the equipment back if you decided to close out the service, or just if the service was not working out for your home. The box itself would just be billed with a one time $120 charge that would come on your final bill.

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user_blahblahblah

Visitor

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3 Messages

How do I ensure it's labeled as lost and get billed on the final bill. The customer service rep on the phone said I'd be charged $5/mo until I return it.

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1 day ago

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XfinityThomasB

Official Employee

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2.1K Messages

Did you already disconnect the service or set up the move to your new location? We want to help get this all sorted out for you. user_blahblahblah

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1 day ago

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user_blahblahblah

Visitor

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3 Messages

Yes I disconnected my service.

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1 day ago

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XfinityThomasB

Official Employee

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2.1K Messages

user_blahblahblah Gotcha! The $5 charge normally would run while the device is still on the account and the location is active. Once it is disconnected that $120 fee rolls on to the final bill. We can easily confirm everything is in motion and finalized. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 day ago

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Customer Service

user_blahblahblah

Lost Flex Box

XfinityThomasB

user_blahblahblah

XfinityThomasB

user_blahblahblah

XfinityThomasB

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