Request to waive a 100$ Technician Fee - Infrastructure Repair Misclassified as Installation

Hello,

I am requesting an official representative review my account to credit a $100 installation fee that was incorrectly applied to my bill, and to verify an equipment return.

A fire completely destroyed the exterior main drop line running to my house, causing a total service outage. A technician was dispatched to repair Xfinity's fire damaged infrastructure outside the home. The technician on site confirmed that because my house sits well within the standard distance requirements from the network tie-in, this exterior drop line replacement is fully covered by Xfinity policy at no charge.

While troubleshooting, the technician also swapped out a brand new leased Xfinity modem inside the house. This was done as part of standard line testing and diagnostic troubleshooting on Xfinity-owned hardware, not a user requested setup or voluntary equipment upgrade.

Per Xfinity policy, repairs to external drop lines and swaps of faulty/disrupted leased equipment carry no charge. The automated billing system appears to have misclassified this outage infrastructure repair as a standard "Professional Installation."

Additionally, because I was not provided a physical or digital work order receipt on-site, the technician took the old modem with him to return it. Could the reviewing representative please confirm that the old modem's serial number has been officially scanned back into Xfinity inventory and removed from my account active device list?

Thank you for your assistance in reviewing the technician's notes and removing this invalid $100 charge from my bill.