Visitor
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1 Message
Unreturned Equipment Fees
I stopped my services a few months ago when I moved, I only had internet service at the time. I previously had cable service as well, but I stopped that over 6 years ago. I returned the cable equipment a few months after stopping cable service, and I had my own equipment for the internet. After I canceled service, I had a charge for unreturned equipment. I called in a few months ago and was told it would be taken care of. Today I'm getting contacted by a collection agency for an outstanding balance on the account (which had autopay set up). I can't even view an itemized bill in my account, only the balance, payment history, and option to make a payment.
In addition, I'm not able to connect to an agent through the live chat, and the callback schedule page has an error message. Even the chat on this forum gives a "Wait time is 5 seconds, you are 0 in queue" message but no response.
How can I get this taken care of properly?
XfinityThomasC
Official Employee
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2.9K Messages
17 hours ago
Hello, @user_8xezld
Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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