Visitor
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2 Messages
Charged for Flex box without being told to return it.
I closed my Xfinity account a couple of months ago. I asked if I had any equipment that needed to be returned and the customer rep said no. I later received an email saying I needed to return my flex box and that I was already being charged. I dug around my house looking for it — I didn’t even realize I had it. I know remember them making me take it from the store for no reason and I forgot about it.
If the rep had responded honestly to let me know that I had this box and it needed to be returned, then I would have found it earlier and brought it back. But Xfinity is clever, since this is how the scam works. They make you take a physical product that you didn’t ask for or need because they know you’ll forget about it. They then force you to go to the store where the reps have literally no power to reverse the scammy charges and instead direct you to Xfinity customer service — since I apparently don’t have an account anymore I can’t even figure out how to get connected with a real human.
This is the closest thing to legal fraud I’ve ever experienced.
XfinityMichaelC
Official Employee
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3.9K Messages
2 years ago
Hey there, @user_7648f0! Thanks for reaching out to us on the Forums. I apologize to hear of the experience that you had with the flex box and not originally being able to return it. Once it it returned and removed from the account, the charges would go away. When you went to the store, were they able to remove it from your account? We can certainly have a look into the charges! Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?
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user_5b1074
Visitor
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1 Message
2 years ago
I'm also getting charged for a Flex box that I didn't ask for. I have no problem sending the equipment back since I've never used it, but I think it's ridiculous to call something free, and then start charging them for it a month later.
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user_e4205a
Visitor
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1 Message
2 years ago
I’m so glad to see I’m not the only one. I’ve been repeatedly getting charged for a “tv box” when I have no tv service. I called customer service and asked them to wipe it last month. She assured me the charge would be gone for the rest of my plan. I get my bill THIS month and the charge is still there. I remember so vividly when I started my service two months ago in August they handed me my router and flex box. I told them right then and there that I have a smart tv and I do not want a flex box. They told me they were required to give it to me and that there would be no extra charge. Now I’m being charged $8 extra a month for equipment I was FORCED to take that I didn’t even want that I was explicitly told would not cost me anything??? What a scam.
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user_c29ed8
Visitor
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1 Message
1 year ago
Same here, I was forced to take this box and now they're telling me I have to find it and return it or they'll charge me. This is a scam. I'm writing to my congressman and a few lawyers about starting a class action lawsuit.
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