Unfair Late Equipment Charge for Flex Box I Was Told I Could Keep

I’m extremely frustrated with how my Xfinity service cancellation and billing were handled, and I’m hoping someone from Xfinity can review this situation.

I cancelled my Xfinity service after calling customer support multiple times because the cancellation was not processed properly the first time. During these calls, I clearly mentioned that I use my own router and asked if there was any equipment I needed to return.

A couple of years ago, I had contacted Xfinity and mentioned that I did not use the Flex box that had been sent to me. At that time, the representative told me it was fine to just keep it, so I never thought it would need to be returned later.

I never used the Flex box and never even opened the package. Because I had previously informed Xfinity about it and was told it was fine to keep, I had no reason to believe it would become an issue.

During my cancellation calls, no representative informed me that the Flex box needed to be returned. If that had been mentioned, I would have returned it immediately.

Instead, after everything was supposedly closed, I suddenly received a late equipment charge for not returning the Flex box. This was the first time I was told it needed to be returned.

This situation feels extremely unfair:
- A couple of years ago I informed Xfinity that I didn’t use the Flex box and was told it was fine to keep it
- I never used the device and never opened it
- I was never informed during cancellation that it needed to be returned
- I had to call three separate times just to get my cancellation processed correctly

Proper communication from Xfinity would have completely avoided this issue. Charging customers for equipment they were previously told they could keep — and never reminded to return during cancellation — is unacceptable.

I’m requesting that Xfinity review this case and remove the late equipment fee, as this charge is clearly the result of misinformation and lack of communication from support.