Billng:

Hi there, I’m requesting help with a $161 charge for a Storm Ready WiFi device I never knowingly purchased. I believed it was included in my monthly service fee and was informed by two support agents—on June 20 and again on June 21, 2025—that the charge would be waived. I have transcripts confirming this, along with over three hours of chat records from all the agents I spoke to.

Despite that, the charge still appears on my final bill, and I have not received any confirmation of a refund. I also cannot seem to stop the automatic charge of $141.72 scheduled for June 26.

Yesterday, three separate case numbers were opened and given to me by support agents. However, when I checked today, Xfinity’s system shows no active or open cases on my account. This adds to my concern that the issue has not been properly escalated or documented internally.

I returned all other equipment and attempted to return the Storm Ready device, but Xfinity would not accept it. I was also told the device is not usable with any other internet service, making it effectively useless to me now.

I would appreciate having this issue escalated and resolved. I’m happy to provide all transcripts and account details via direct message.

Thank you,
Joan