Visitor
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2 Messages
Getting charged for an inactive Flex box. Use it or get charged?
I am displeased that I was not notified, via my email or on my Xfinity account, of a potential penalty fee for not using my Flex stream box. It wasn't until the charge appeared on my bill that I had to call customer service. Even the representative at customer service had to do some research as to why and what the charge was for. It would have been extremely helpful to have the serial number of the box included on the bill. All it said under the charge was "TV Box + Remote". I use all my own equipment, Flex and it's included box are free. This is why I was confused. The representative was very helpful and said she would remove the all of the charges. Unfortunately, she forgot to remove part of the particle charge they applied to last month. I will be calling to have that removed also. I explained to her, my sister had an accident with the TV at my mother's house. I brought my TV that the Flex box was attached to over there until they could get a new one.
The representative asked if there was another TV in my house that I could attach the Flex box to and keep it active, otherwise, through monitoring, they would continue to charge me for and inactive box! I stated for the record I think that is absolutely ridiculous. I wanted to repeat it here so others may be aware. I could find no mention of an inactivity fee under terms and conditions for Flex. It is my choice if I want to use Flex or not as it is included with my internet. I should not have to log in to keep it active and avoid a fee.
This was poorly handled by Comcast as they should have contacted me if they thought something was wrong with my Flex box, or some other problems as the customer service rep explained. It was only through her grace and understanding that I am somewhat happy.
XfinityVianney
Official Employee
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2.4K Messages
4 years ago
Hi, u/user_8996c5. Thank you for creating your post to discuss your recent experience and unreturned equipment charge. The great part about the Xfinity Flex service is we do provide the first box free of charge. This way you can enjoy all the great apps with no equipment fees attached. I understand you recently helped your sister out after they had issues with their own equipment. As a result, this led to the Xfinity Flex equipment being disconnected and inactive. The equipment being inactive for at least 30 days will be detected by the network, and the account would incur an unreturned equipment fee. The system will assume the device is no longer in use and is set to likely be returned. We understand things happen, and that is not always the case. We are always willing to work with you as you’ve experienced with our team earlier and will continue to do so. I will say; however, the fee will likely be assessed each month until the box is active or returned. Did you have a chance to reach us regarding the charges for the previous month? If so, did we get everything cleared up?
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user_01d047
Visitor
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1 Message
3 years ago
I also am being charged, seems this Flex Box is a scam. They send you the box for "free" and in the fine print charge you if you do not return it. I had mine gathering dust for two years having tried it and not liking it so I ended up tossing it. When I closed my account they wanted it back, so much for "free" Now are charging me $118.00 for a two year old useless item that was supposed to be free. I will never use XFinity again, they still owe me $95.00 for continuing to charge me after account was closed. After making at least 5 phone calls and visiting the store twice.
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user_cfc9d0
Visitor
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1 Message
3 years ago
I just got an email from xfinity asking me to return my "free" flex box. They actually pressured me into getting two of these "free" boxes (one each on two separate occasions). I was on the phone for an unrelated tech support issue a while back and the rep kept asking me if I wanted this free flex box and I told him I already had one and he said that I did not have one even though I was looking right at it. When you all tell a customer that something is "free" and 'no catch' and then request I send it back when I don't use it, that seems almost criminal. I don't recall getting a contract. I was never notified of any fine print or exceptions to this box.
When are you going to start charging me for my two "free" boxes that you basically threw at me? I suspect this email you just sent is just the beginning of this little saga.
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