Visitor
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7 Messages
Incorrect 200 bill need reversal as soon as possible
Incorrect $200 charge for equipment returned to Xfinity technician
I moved my Xfinity service to a new address on July 24, 2026. During the installation at my new residence, the Xfinity technician took my old Internet equipment and provided me with new equipment. I have now received a $200 charge associated with the old equipment.
The equipment was physically handed to the Xfinity technician, so I am requesting that Xfinity investigate the technician/service records, locate the returned equipment, and reverse the $200 charge. I would also like this escalated because I should not be responsible for an equipment-return recording error.
Please have an Xfinity Support representative contact me through Direct Message so I can provide my account information, addresses, and other details privately.
user_aynisd
Visitor
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7 Messages
18 hours ago
This needs to be escalated to Senior leadership as soon as possible.
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XfinityJeffB
Official Employee
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628 Messages
15 hours ago
Hello user_aynisd, thank you for reaching out here in our Xfinity Community forum. I should be able to help you with this easily enough. I will just need to get some information best kept private.
Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum
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