Why was I charged the equipment fee after I returned it?

Michael, can you please post a recent case number, or full name of the account holder?

Michael Hargiss

Hello Michael,

Welcome to our community and thank you for your post. There may be a system issue when receiving the equipment by serial number, and I apologize for this. If you did in fact return all of the equipment, we should be able to resolve this for you. Can you please provide us with a recent case number instead? We were unable to retrieve your account using that name. Looking forward to your reply

Thank you,
Chris

Hi, Chris. I'm not sure where to find a recent case number. The account may be under this name: Michael Hargifs

Hi Michael,

I was able to pull up your account with that name. I will investigate and get back to you with an update soon. 

Thank you
Chris

Hi Michael,

Our system shows that no equipment was received. Did you by any chance record the tracking number when sending back your equipment? Also, do you know the specific date that you sent the modem and radio back to us? We are working with our equipment return department to verify the serial numbers for your equipment. They should be able to check their database and see if it came through there. We will update you with this once we know more. 

Thanks,
Chris

I sent it 12 May. Here's the tracking #: 1Z6W37599001727767 

Looks like it arrived in MD today and is scheduled for delivery by EOD tomorrow (Tuesday, 19 May).

Hi Michael,

Yes you are correct, we should receive it soon. Take note, after you cancel your service, you have 45 days to return the equipment. We send a box that comes with  instructions and a time frame that you have to return the equipment without fees. But, Once we do receive all of the equipment our system will auto refund you the $318.75. Hope this clears it up. Let us know if you need anymore help.

Thanks,
Chris

Sounds good. Thank you for your help.