Flex box never received!

[carolynqutami]

My account indicates I have a Xfinity Flex box.  I never received this box when I became a customer a year ago.  After several chats and at least one phone call asking that the box be removed from my account, it's still there, and I have given up asking for its removal (I don't want to be considered responsible for the unit some day in the future).  

  Because of Covid, I'm reluctant to go to a store.  No monthly charge for the Flex box, but still the equipment is on my bill. Can someone new  help me get the box taken off my account?

Thank you!

[ComcastMichele]

@carolynqutami Thanks so much for taking the time to reach out to us regarding your billing & Xfinity Flex box concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. I know how frustrating it can be to have a charge show up on your bill that you are not aware of and equipment that you have never gotten appear on the bill. I would love to get to the bottom of this with you. Can you please reach out through private message (find out how to do so with this link https://comca.st/3q5znKR) with your first and last name, name on the account if different, and service address? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: https://comca.st/2MDUPID