File Complaint

– Flex Box Charges

Dear Xfinity Customer Service,

I am writing to formally dispute charges on my account related to a “Flex Box” that was part of my previous contract, which ended in January 2025.

Since January, I’ve been charged $12.33 monthly for the Flex Box, despite having no use for it. I was informed that a technician would be sent to retrieve the equipment, but no one ever arrived. When I followed up, I was told that a $100 service fee would be required to have it picked up—despite Xfinity's prior commitment to remove it at no cost. The box remains in my possession and ready for pickup, but due to my physical disability, I am unable to return it to a retail location.

Additionally, my recent bills do not reflect the pricing I was quoted. I was told my Wi-Fi service would cost $26/month, and the Flex Box $12.33/month, totaling $38.33. Yet, my most recent bill is $119.44—well above this amount. In May, I paid $111.34, and the charges still do not reconcile.

I respectfully request the following:

1. Immediate refund for all Flex Box charges incurred since January 2025.

2. Waiver of the $100 pickup fee, as this contradicts prior service commitments and imposes undue hardship.

3. Full clarification of monthly billing amounts, including a breakdown of current charges.

4. Pickup arrangements for the Flex Box that accommodate my mobility limitations.

I appreciate your prompt attention to this matter and request written confirmation once this issue is resolved. You may reach me at [Edited: "Personal Information"] or [Edited: "Personal Information"]

Sincerely,
[Edited: "Personal Information"]
Xfinity Account Holder
Crest Hill, IL