Incorrect monthly equipment fee after equipment was taken back

I need help resolving a billing issue involving incorrect equipment charges that have continued for a significant period of time, and I am requesting a full refund or equivalent account credit.

I started Xfinity service around August 2023. From the beginning, I experienced major installation and service issues for approximately the first 2–3 months. The internet service constantly cut out and was frequently unusable despite continuing to pay for service.

Initially, support believed the issue may have been caused by equipment, so a replacement router/modem was shipped. However, after the replacement experienced the same issues, it became clear the problem was related to the service installation itself and not the equipment.

After many troubleshooting calls and chats where I was repeatedly told there was no issue, a technician finally came out at the end of September and resolved the problem. Temporary cabling was run across the yard, and I was told it would be buried within about a week.

What followed was more than a month of repeated missed appointments and failed follow-ups regarding the cable burial. I spent dozens of hours on calls and chats, received multiple reference numbers and scheduled appointments, and repeatedly had no one show up or contact me.

Eventually, when the cable was finally buried in November 2023, a technician took back the extra router/equipment that was not being used.

Recently, I began receiving texts about “unused equipment,” and after reviewing my billing history I discovered I have apparently continued being charged approximately $15 per month for equipment since that return.

This charge is incorrect. The equipment was returned to Xfinity by a technician, and I have not possessed or used it since then. Given the service history and the length of time these charges have continued, I am requesting a full refund of all improper equipment charges. If a lump-sum refund is not possible, I would accept equivalent account credit moving forward.

I would appreciate this being escalated to someone who can properly review the account history and resolve this fairly.