troble returning flex box

@XfinityValerie​ 

This is the second time answering this response.  Yes, I contacted ups and stated to them about the missed pick-up.  To have them do it again I would have to pay the pick up fee once again.  They will not pick up unless you pay the fee.  There is nothing wrong with the label I printed from your site...its just that you have to pay the pick up fee.  In the beginning it was $14.00 to do so.  When I did the request this time online it was eight dollars. I paid that and no one showed up.  Now, I don't see myself repaying this fee every time there is a missed pick up.  And I am not doing this again over a box I never requested to begin with. As I said my situation at this moment is not available to me to ask anyone to send it for me or take me.  Its just not available to me and because my situation is like this all I find is that I'm being charged when there is nothing I can do about this until it becomes available to me.

Thank you for that explanation, @alicegol2! It sounds like the processing/return fee is something your local UPS is charging (possibly due to your location and/or distance from the closest UPS Store). Since you are unable to physically take the equipment to an Xfinity Store or UPS Store, my recommendation is to speak with UPS directly regarding the pick-up issues you've had. Alternatively, we're more than happy to review your account! Our Flex service along with the first streaming TV Box is free, so you may not be charged on our end if you decide to keep the service/equipment for now. If you want us to take a closer look, please send our team a Direct Message to get started.

To send a direct message:

• Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

@alicegol2, thanks for that information! We can definitely further look into this on our end. Please send us a Direct Message following the instructions provided above, and we would love to help.