I've purchased my own Modem in September 2015. I moved to my current address in November 2016 and since the first day of my Comcast service I've had my own modem. I recall the installer being on the phone to activate my services and notifying the reps that I was using my own modem. Approximately 3 months later (February 2017) I notified comcast I was being charged for a rental modem. They advised me they would take care of this and give it at least 2 billing cycles to reflect the changes. On March 21st 2018 I went on live chat to discuss the matter w/ a rep. They stated that they would remove this charge and asked me to hold on. Then they disconnected from the chat session. I had called in to customer service since I did not know if the process was completed. I was connected to a rep named "Ella". She sent me an email to confirm that I wanted to remove the rental modem from my account. I received the email and used the link to confirm. She also stated that she would have her manager authorize my rental modem fee refund dating back to November 2016 since the dollar amount was beyond her authorization and call or email me after that was done (within 1 hour). I never received an email or phone call from Ella and I am still being billed for the rental modem. I would appreciate if someone could please look into this for me and resolve this issue once and for all. This doesn't seem to be too complicated of a task.
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