7 Messages
Haven't received refund
I cancelled my service in January due to a move out of the area. It is now May 7 and I still have not received my refund. Where is my money? Yes, I have contacted Xfinity via DM already and I was told a check would be mailed. Still no check. I DM'd again and had to leave because the customer support person was wasting my time wanting to talk about India and giving me the same scripted and unhelpful answers as I received from the first DM. So please don't ask me to DM again as it doesn't resolve the problem. I don't need scripted answers that don't resolve the issue. I need my money. In the first DM I was told the funds have been released (to Prepaid Digital Solutions) and I'd get a check. I have contacted Prepaid Digital Solutions multiple times and continue to be told a check will be mailed and yet week after week, month after month, no check received. Someone needs to fix this.
I need real help. I need my money, the money I am legally owed and need in my bank account, not some prepaid card that forces me to buy something to access MY money. I do not want a virtual card or to give my banking information to some third party with horrible online reviews outsourced to by Xfinity.
Please provide the name, phone number with extension and email of a real person who can actually do something about this situation and get my refund money to me without further delay. Also, if Xfinity is going to outsource the processing of refunds, then Xfinity needs to do a better job informing the customer of who and what they will be dealing with as well as get a company that can and will actually get the refund to the customer in a timely manner. This situation is ridiculous and quickly approaching fraud.
When I cancelled I was told I would receive a refund and confirmed my mailing address. AT NO TIME WAS I TOLD I would need to check my email and select how I wanted to get my money back. I was only told I'd be getting a refund. I never received an email telling me I needed to select a card or check, but I did receive an email saying Xfinity received my equipment back and that the refund money was released. Released to whom? It didn't say. I assumed it meant I'd be receive a check to cash, deposit, or do whatever I wanted to do with MY money. Weeks later I received an email from a company I've never heard of, Prepaid Digital Solutions, telling me I had selected a prepaid card and it was in the mail. I NEVER selected anything. I was never given the option to select anything. Upon research I learned that Prepaid Digital Solutions issues prepaid credit cards that cannot be used at ATMs and have expiration dates, thereby forcing the customer to make a purchase for the exact amount of their refund in order to access and use the money they are legally owed as refund. This is a scam! If Xfinity wants to outsource processing of refunds they need to inform customers they'll be dealing with a third party to get their money and they should NOT be deciding for them/forcing on them a prepaid credit card! Xfinity needs to do much better informing customers of what is going to happen and that customers will need to jump through hoops to get their money back. Rethink this Xfinity.
Where is my money and when will I receive it?
XfinityWilliam
Official Employee
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734 Messages
26 days ago
Hello user_5alin8. I understand your frustration with not getting your refund back. You have come to the right place as we can take a closer look into this and see what is going on. Will you please send our team a direct message with your full name and full address?
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XfinityWilliam
Official Employee
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734 Messages
26 days ago
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user_1au0h8
1 Message
23 days ago
I am also waiting for a refund for xfinity! My bank states they haven't received it and it shows it was sent on April 30th.
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user_5alin8
7 Messages
12 days ago
And it just keeps getting worse and more infuriating.
It seems the right hand doesn't know what the left hand is doing. I've already emailed Comcast and Mypaymentvault asking for answers, but decided to put this here so others can see and maybe, just maybe, someone at Comcast higher up the food chain will read it and do something to fix this problem. I hope so, because no customers should have to go through this much hassle and confusion to get a simple refund.
On May 14 I received an email from Comcast Executive Support telling me, "Customer Refund Support confirmed on 05/12/24 that a refund check in the amount of $86.41 will be processed/mailed to *my mailing address* and should be received within 10-12 days." Great! Maybe not. So far no check received. I'll wait a few more days with hopes it arrives. Sounds resolved, right? It should be, but I'm losing hope based on what happened next. Keep reading.
On May 17 I received an email from mypaymentvault.com which links to xfinityrefunds.com and used to be Prepaid Digital Solutions (they changed their name in the number of months since I've been trying to get my refund) saying that I chose a physical card. What? No, I didn't. I NEVER chose a card. I was NEVER given the option to choose a card. I do NOT want a card. I want the check I was promised and was supposed to be processed an mailed by now so I can cash, deposit, spend or save MY money however I want and not be forced into making a purchase in order to access MY money or deal with some virtual card/wallet which will require me giving my banking info to a third party company that has proved itself untrustworthy and shady as hell to move MY money, for a fee thereby reducing the amount of my refund, into my actual bank account.
DMing tells me to talk to my caseworker since the issue has been escalated. Ok, well my caseworker is the one who emailed saying a check was being processed and mailed. However, if that were true and the issue was back in the hands of Comcast, which it should be, and a check was actually cut and mailed, then why did mypaymentvault.com email three days later to tell me I selected a card? Is there really this much lack of communication between Xfinity and Prepaid Digital Solutions/My Payment Vault? Or did Comcast tell mypaymentvault.com to issue the check and instead they issued a card and are now lying saying I chose a card when I did not? The bold part above is a copy paste with only my mailing address redacted from the email I received from Comcast, so where is my check and why is mypaymentvault.com now saying they're sending a card?
Funny thing is when the company still went by Prepaid Digital and that was their website, it clearly stated a check could be requested instead of a card and I requested a check more than once when it was clearly stated requesting a check was an option. Now that they've changed their name that option is no longer listed on the main page. Either way, despite saying requesting a check was an option when this whole thing began, it seems they are unwilling and/or incapable of issuing the check that has been repeatedly promised. Shady, shady business. Is Prepaid Digital/mypaymentvault this incompetent, or are they trying to run out the clock and steal my money?
I do not want a prepaid credit card that will force me to make a purchase to access my own money and may or may not be accepted at the stores I go to - based on online reviews odds are the card will have issues and getting those issues fixed will be more of a nightmare. Nor I do not want a prepaid debit card that forces me to use the card at select places OR provide my bank info to get the money transferred to my bank. Nor do I want a virtual card or virtual wallet that has the same issues. I do not want the amount of my legally owed refund reduced by fees to use some card I never requested or transfer the money into my bank. I want a check as I have requested multiple times and have been told multiple times that I'd receive. A simple check that I can cash or deposit as I so choose with no fees and can then spend or save as I see fit when and where I want. It is my money that I am legally owed. Neither Comcast nor Prepaid Digital Solutions/My Payment Vault/Xfinityrefunds.com should be able to dictate how, when or where I spend my own money or reduce the amount of my refund via fees to access the money. It is unethical and should be illegal.
It should not be this difficult, confusing, or time consuming to get a simple refund. No customer should be forced into accepting prepaid credit card with fees and expiration dates, where the only way to access their own money is to purchase something. No customer should be forced into providing their banking information to a shady third party company in order to transfer their own money from a real or virtual card or digital wallet to their bank account for a fee which reduces the money they are legally owed as refund. Comcast needs to rethink how refunds are issued and the company they use to do the grunt work, because this is unacceptable.
So Comcast, please sort this out with whatever the name of the company you outsource to for refund processing and someone get a check to me. Thank you.
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