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Hey Eric! Thank you for reaching out to us. I hope you are doing well. I would be happy to look into this movie charge with you. Let's get your account verified to begin. A verification code can be sent to either the phone number or email address that we have on file. Which would you prefer? -Tatyana

Sure thing! Before we continue, I just want to apologize and explain that social media chat is not instant. We're more like a faster version of email, but you're connected directly with a corporate team. As such, response times can be slower, but we're your one stop shop for all things Xfinity, thank you so much for your patience! I just sent the verification code your way. Please let me know the code as soon as you receive it. It will only last for about 15 minutes. Also, please let me know if you do not get it within 5 minutes. We can try an alternate way to verify your account if this happens. -Tatyana

Thank you for getting this over to me, Eric., I have your account pulled up and verified, and I wanted to say that we appreciate you being part of our Xfinity family for at least the last 13 years! I understand that there are other providers out there, and we truly appreciate your loyalty. I show that the Equalizer was rented on December 16th. I will issue a one-time credit and reverse the $3.99 charge for the Equalizer. If you get either Xfinity Flex or TV services back in the future, make sure to follow the steps listed in this link https://www.xfinity.com/support/articles/x1-parental-controls-turn-puchase-protection-on-off to add a purchase pin to your account and avoid these charges in the future. You will receive a confirmation email within the next 24 hours reflecting this being reversed, and you will see it on the next bill you receive. Are there any other questions or concerns I can assist you with before you let me go? -Tatyana

It looks like you were repackaged into an Internet only offer. I show that you have the Superfast Internet speed tier giving you up to 800 Mbps download speeds and 20 Mbps upload speeds. With taxes and fees included, the estimated monthly recurring fee for the offer is $60 for the next 12 months. Is this an offer you switched into? -Tatyana

Oh no! That doesn't sound okay. There are a couple of things that I would like to address to make sure we are showing the proper attention to each concern. 1) Changes being made to your offer without your knowledge. 2) The difference between your prior offer and this one. 3) The internet speed issue. It looks like the changes to your offer were made over the internet. The last offer that you had expired and you were repackaged into this offer, lowering your estimated monthly recurring fee to the offer you have currently. Did you access your account online to look at any offers in December? -Tatyana

Thank you for your patience while I was reviewing your account. Are you able to share a screenshot of what you are seeing? -Esteban

Changing your password is a great idea. As well as setting up two-factor authentication if you haven't already. -Esteban