Billing issue with unreturned equipment

Hello,

I have returned all old equipment but been charged recurring for unreturned equipment for 6 months at $15/month.

How do I get this taken off my bill and returned credit/refund for six months?

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XfinityBrianH

Official Employee

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1.6K Messages

5 months ago

user_o78f67 Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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user_lqsoop

Visitor

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1 Message

13 hours ago

I have the same situation. I returned equipment to the Xfinity store back in February 2024, Xfinity kept charging $10 a month during 2024, then $12 starting January 2025. When I checked my digital bill in September 2025 I noticed all these charges. Contacted Xfinity store, it appears, they failed to mark it as returned, when it was originally returned back in 2024. Had to contact billing, though they stated that xfinity will be keeping my stolen money for unreturned equipment - it is a scam they are running - only returned 4 months of charges. If you don't catch them within 4 months of incorrect charges, they keep your money, that is xfinity policy. I call it stealing. First they failed to mark equiquipment returned in their computer, then started charging for it hopping nobody notices and in case you do notice Xfinity will keep most of your funds they stole from you.

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XfinityJohnG

Official Employee

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2.1K Messages

Thank you for reaching out to our team here. There is a 120-day policy on any billing dispute, but I would be happy to take a look at your issue from here. Can you send me a direct message with the full name and complete address for your service?

To send a direct message [private message]:

Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

- An "Xfinity Support" graphic replaces the "To:" line.

Type your message in the text area near the bottom of the window

Press Enter to send it

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11 hours ago

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Billing

user_o78f67

Billing issue with unreturned equipment

XfinityBrianH

user_lqsoop

XfinityJohnG

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