Visitor

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1 Message

Monday, July 14th, 2025

Being charged for flex box I was told was mine to keep

Service was canceled and then charged $120.for a flex box. When I started service the flex box was sent to me without knowledge. When I inquired with CS, I was told it was free of charge and mine to keep. Now I am being told something different and see there are others who experienced the same. I am personally on a tight budget and dealing with personal hardships which is why my service was canceled to begin with. Being charged for equipment I was told was mine to keep is adding insult to injury. I never even used it because I stream via smart tvs and have no idea where the box landed between moving. It feels scammy because I was told one thing and now another. Misinformation, misleading information, and surprise charges are not ok. 

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Visitor

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2 Messages

24 days ago

Why would they charge $120 for a device they will never deploy again to new customers?   They are using the XUMO box now.   My daughter was charged $12/mo for this Flex box and it was never connected to the network....and she was told it was free!    

Official Employee

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1.4K Messages

24 days ago

 

user_7huacw Hi there. Our flex boxes are free of charge, but still belong to Xfinity. Customers are required to return them when cancelling that tier of service.
 
We can take a closer look at this for you. Will you please send our team a direct message with your full name and full address?
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To send a "Direct Message" message:
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• Press Enter to send it

 

Visitor

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2 Messages

I do not see a Direct Message icon when I  Log In... HELP...

Official Employee

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1.9K Messages

 

user_70g9jc I'm sorry to hear you are running into some difficulties. Please try and delete your cache and cookies, and login again. You should see it at the top right corner. Please let me know if you run into any other issues. 

 

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