Equipment charge continued for over a year after Xfinity promised to fix it

I’m hoping someone from Xfinity’s corporate support team can help me resolve a billing issue that should have been corrected a long time ago.

I returned my Xfinity router around December 2024, but I have continued to be charged $15 every month for Internet/Voice Equipment that I no longer have.

I contacted Xfinity on or around May 30, 2025 regarding this exact equipment charge. I was told the equipment would be removed from my account and that I would receive a retroactive credit for the charges I had already paid.

That never happened.

Instead, Xfinity continued charging me the same $15 equipment fee every month, and it is still appearing on my August 2026 bill. From December 2024 through August 2026 alone, that is $315 in equipment charges for equipment that was already returned.

What concerns me most is that I already brought this to Xfinity’s attention more than a year ago, was told it would be corrected, and then continued to be billed anyway.

I am asking for someone with the authority to fully review my account to:

• Confirm the equipment was returned and remove it from my account
• Permanently remove the $15 monthly equipment charge
• Review the notes from my June 2025 contact
• Issue a full credit for every equipment charge assessed since the equipment was returned, not simply the most recent few months
• Confirm the correction and total credit in writing

I have billing statements showing the charge going back to December 2024 and continuing through August 2026.

I would really appreciate help getting this properly resolved without having to go through another standard customer service interaction and start the entire process over again.