New Poster
•
1 Message
Charged rent for a modem I dont have
At the end of 2018 (around December) I purchased my own modem and WiFi router, and returned the ones I had been renting from Comcast. At the beginning of last month (January 2021), I got a wild hair and decided to actually look at my bill. I found I had been assessed a fee to rent a modem. I checked, and the charge was on every bill I could look up (going back as far as the system would allow ~1.5 years). I called customer support, explained the situation, and explained I felt I was due a refund for the modem rentals I had been incorrectly charged. The customer support associate said a ticket was started and I should hear back soon.
Four days later the internet stopped working. I checked everything was normal on my end and called comcast. The system had suddenly noticed I was not using the comcast modem, and cut off service. I had my modem added to my account, and things started working again. I cant help but feel this was a form of retaliation on Comcast's part, but not the point of this post. During the call, I inquired about my refund request, and was told I should have a response by Jan 26.
I hadn't heard anything since then and called customer support this evening (2/4/21). I explained the situation to customer support, who said my issue had supposedly been resolved, by removing the modem from my account and refunding a months rental fee. I explained that that was not the issue, the years of incorrect fees was what I wanted looked into. I was told that would require another ticket, and I requested I be moved up the chain of command, since clearly I was not getting my issue addressed through the standard issue reporting system. I was put on hold, and after 20 minutes, was hung up on.
To say I am utterly disgusted with the quality of service I have received is an understatement. Who do I need to talk to to get my problem addressed by someone with enough pull to actually do anything, or at the very least to get the ball started? I recognize I should have paid more attention to the bills. Moving forward, I will do just that. But I need to be made whole, and there seems to be no recourse for me doing that.
user_RobertB
Contributor
•
350 Messages
4 years ago
@mudflappery
Hi there! I truly apologize your experience was less than satisfactory. I'd be glad to ensure that this gets looked into further. Please click on my handle (ComcastRob) and send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help.
0
0
user_d3d3e0
Visitor
•
1 Message
4 years ago
My Mother has a similar problem. I put a purchased modem into service in May, 2018 and returned the rented Xfinity modem to the local Comcast store. All was good until November, 2020 when a "unreturned equipment" fee AND a monthly rental fee were added to the bill. A chat session seemed to have fixed the problem and both charges were removed and refunds appeared. Then in December, 2020, the charges reappeared. Another chat session and the problem seemed to be resolved with refunds and no rental charge on the bill. In February, 2021 here come the charges again. I spent 3 hours, 20 minutes on the phone trying to get it resolved. The rep kept saying that Comcast owned the modem. Finally, after asking to speak to a supervisor "John" seemed to have resolved the issue. He stated that he agreed the equipment was customer owned, that the system had been updated and refunds would be issued. Now, here we go again. Notified that a change on the bill had been issued and here come the equipment rental fees again. Only spent 1 hour and 15 minutes on the phone this time and the rep still states that her system shows that Comcast owns the modem (everyone agrees that the same serial number modem has been in service since May, 2018, but in November the modem was put into service and Comcast owns it --WHAT??????????) The case has been elevated to the finance department - boy I have high hopes for that! - and I will hear back in 3-5 days. Hey, Comcast Rob. Can you fix this?
1
0