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New Visitor
mc1333
Posts: 1
Registered: ‎07-09-2011

Equipment returned but still being charged

I have been trying to get a final bill after disconnecting my service in April. I returned my equipment the Monday after I moved from my address (which was the reason I was disconnecting). I called prior to the move to ask about the disconnection process and was told to just call whenever I wanted it disconnected. I called for disconnection on the date of my move.

 

Now in July, I am getting bills for $300-500. I have multiple confirmation numbers from Comcast representatives that say they would adjust the bill. Today, one tells me the adjusted bill was denied for failure to submit VOLUNTARY DISCONNECTION. I don't know how calling for disconnection and subsequently returning my equipment is not voluntary disconnection. Apparently, there is no record of my voluntary disconnection.

 

I am planning to speak to a supervisor at the service center I returned my equipment to. Does anyone have any other suggestions? I will not be paying $300 for service that I did not use.

Service Expert
Queen-Evie
Posts: 14,170
Registered: ‎02-04-2004

Re: Equipment returned but still being charged

You are not the first and you will not be the last to be billed for equipment that is returned. Did you get returned equipment receipts?

If you did, there is your proof of return.

 

If not, it may be tougher to prove return. When you go to the office, ask someone to look up your account. The return may be noted there.

 

Please let us know how this turns out. If you have any problems after talking with the local office please post back here and someone can inform the forum admin for escalation.

 

FWIW, this is what I  advise when returning equipment:

 

When your equipment is picked up or turned in, GET A RETURNED EQUIPMENT RECEIPT. Make sure it documents that what you returned is a modem or tv boxes. If there are any stickers with serial or MAC numbers, make sure those numbers are on the receipt. Keep the receipt in a safe place, don't forget where you put it. In the past, Comcast has billed customers for equipment that had been returned. Sometimes they lose track of the equipment and the receipt will be your proof that you turned it in to Comcast.

 


If you ship the equipment to Comcast, record tracking numbers. Keep those numbers in a safe place. You will need them later if Comcast bills you for the equipment.

You can also check the status of shipped items on the delivery company webpage. When you see it was delivered, print screen the delivery status. UPS also offers Track By Email. Use that option. You'll be notified when it is delivered. Save the email-again this will be proof it was received by Comcast.

 

Print out the delivery confirmation (if your computer crashes and you lose the info the print out will be your proof of return) This should also be kept in a safe place where you can get to it if needed.

I know from experience that having the receipts can save you a lot of headaches. I was able to pull out my receipts when a collection agency notified me I owed for Comcast equipment that had been returned.



 


Comcast employees must be authorized to post in the forum in an official capacity. Employees posting here have their names in red and are designated as employees. Names not in red are customers.

This is done to protect customers and for assurance that they are dealing with a Comcast employee.
Non-Authorized Employees are allowed to post but cannot state they are employees nor can they allude to being employees.

Bronze Problem Solver
UHFhd
Posts: 1,571
Registered: ‎03-06-2011

Re: Equipment returned but still being charged

         Comcast should be federally required to submit written hard copy's or email conformations on all contracts . When returning equipment written invoice should be given to all customers . I'm sure most of these transactions are stored on a data base as well as the telephone  recorded conversations .

        

Service Expert
Queen-Evie
Posts: 14,170
Registered: ‎02-04-2004

Re: Equipment returned but still being charged

I returned and exchanged a lot of Comcast equipment over the years. Until this past Tuesday, I was always given a returned equipment receipt. I asked for one and the lady printed out a receipt and wrote the numbers on it.

 

ASK for one, complete with numbers, if one is not given to you.



 


Comcast employees must be authorized to post in the forum in an official capacity. Employees posting here have their names in red and are designated as employees. Names not in red are customers.

This is done to protect customers and for assurance that they are dealing with a Comcast employee.
Non-Authorized Employees are allowed to post but cannot state they are employees nor can they allude to being employees.

Email Expert
CCCarole
Posts: 28,883
Registered: ‎05-21-2006

Re: Equipment returned but still being charged

FYI-

Yesterday we exchanged our one DTA and one cable box.  I wrote down all the information for each, have that at home- and we also asked for, and received, a detailed receipt from the Comcast office when we took the equipment in for the exchange. 

CC



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Bronze Problem Solver
UHFhd
Posts: 1,571
Registered: ‎03-06-2011

Re: Equipment returned but still being charged

    Had a tech pick up boxes when digital migration took place . He scanned the bar codes said all set here . Knowing full well comcast would try to bill me for equipment i asked for a receipt tech said we don't do that anymore we just scan and your all set . Hmm ok well i still would like a paper copy receipt , I don't have paper or a pen .   Grrrrrrrrrrr ok here's a paper and pen, model number, serial number and your name and date should work . He reluctantly wrote down all the info .