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user_hfio2h
1st Topic

2 Messages

Thursday, December 19th, 2024 3:14 AM

Charged for equipment I never had and can't change it.

The bill seems to be getting higher, suddenly going up to $120?? So I lower my plan because that's way too much for just internet, but now it's almost back to $100. Then I caught that I've been paying for equipment I never had? I provide my own modem and router, I've never had one provided and do not have anything to return since I never got it. I only have internet, no subscriptions, no phone plan, no equipment. Only internet. It's difficult to navigate the site and when I go to "Return equipment" nothing pops up because I don't have any equipment. I'm so tired that it seems that my bill will be getting higher and higher when I only have 500Mbps. How do I get rid of this equipment charge so I can at least only be charged for what I have? Sorry for the rant, just very stressed. And sorry if the category and topic is wrong.

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Updated 

2 days ago

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Accepted Solution

XfinityJorge

Official Employee

 • 

1.9K Messages

2 months ago

 

user_hfio2h Hey there! Thanks for using our Forums and it is our pleausre to work with you. We see you mentioned being charged for equipment that you did not have and our team will look into this to make sure we correct this. To get started can you send us a DM with your full name and address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 

 

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Accepted Solution

XfinityBradM

Official Employee

 • 

829 Messages

2 months ago

Thank you for working with our team to remove the invalid cable box charge and get some of that money back. I am glad we were also able to find you a great promotion for the next 2 years! Don't hesitate to visit the forums or create a new post for assistance in the future! 

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user_hfio2h

2 Messages

Thank you very much! I'm glad it wasn't so difficult to get straightened out. I appreciate it very much! 

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2 months ago

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user_wr6o3j

1 Message

2 months ago

This company should be investigated!  It's a scammer and cheating innocent people out of their money!!  Now they are trying to do this to me. HELP!

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user_me898x

1 Message

2 days ago

Hello,

I am having the same issue of being charged for equipment I do not have. I have been using my own modem/router for years and have nothing to return. I have called and talked to customer service but the issue is not resolved and I got a message that I will get charged today. I am pretty frustrated. Can you please help me? I cannot get through to anyone helpful.

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XfinityAirelle

Official Employee

 • 

2.4K Messages

 

user_me898x We definitely understand how frustrating this must be, and we want to get this sorted out for you as soon as possible. If you've been using your own equipment, you shouldn't be charged for something you don’t have. We'd love to take a closer look and make sure this gets resolved.
 

Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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2 days ago

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