Billed for device I do not have possession of

Good morning @Katmido, and thanks for reaching out to us on the Xfinity forums, I hope you are having a good day so far. I am very sorry to hear about all the issues regarding the return of the Apple watch, but rest assured you have reached the right team that can take a look into this issue. Could you please send our team a direct message with your full name and full address?
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Case #[Edited: "Personal Information"]

Device Return UPS Tracking #[Edited: "Personal Information"] 

To Whom it May Concern:

Since December 13, 2024, I have been trying, futilely, to remove an iWatch device charge from my account. I felt pressured by customer service representatives to take advantage of a “free iWatch” since I was a Diamond member.I have been a Comcast/Xfinity customer at this residence for 25 years, and several decades before at other locations.

I currently have an iPad and an iPhone that is owned by my employerand I have unlimited data through the state’s  Verizon plan. I plan to retire on 1/31/26 and will need to purchase devices and plans at that time.

My husband has an Apple SE phone via Xfinity and he is a low use user so we have the minimum data plan for that. 

After realizing I could not connect the iWatch to my phone the data plan would not work for me, I attempted to call within hours of the order to say I did not want the device. They told me I was too late and it was already shipped. It was suggested that I refuse the deliver. I refused the first delivery. The next day a different driver came, and I did not realize it was the same package and I opened the outside box and saw the iWatch packaging inside. 

I did not open the iWatch or its packaging. I immediately tried to get someone to return the watch.

I finally got one person in the Philippines to explain and get the watch off of my account. She sent me a return label from FED Ex. I was happy. 

About an hour later I got a call from a Darrel (Darryl) [Edited: "Personal Information"] and he said no no, ignore that FedEx label. I will send you one from UPS. He asked me when I could return the watch…could I do it now. I said no, it was my birthday, I can do it first thing in the a.m. and he said fine, when you drop it off you must call this number ([Edited: "Unverified Number"])…ask for me so I can note it on your account. He was very insistent that I follow these instructions.

I dropped off the iWatch first thing at the UPS store nearest my home. I took the receipt and from my car in the UPS parking lot, I called the number. I got a recording. It did not say, “Welcome to Xfinity” or anything like that. ” There was no company acknowledgment. The recording gave me an option to leave a message. I did. I read off all the information and mentioned Mr. Harrison. I tried three more times in the next few days to call this number. I always got a recording so I never could reach Mr. Harrison.

The tracking number indicated the iWatch was delivered to Xfinity in Chicago on 12/14/24.

Xfinity claims it never got the watch. I did not steal the watch. I did not send back an empty box. I did as I was told.

I was able to disable the monthly data service. Every month I am billed $13.74 as an installment payment for the watch.  In order to get this reversed, I have to use the Xfinity app and go through an explanation to get the charge removed. I have had to explain this over and over to each representative. I am told it will be “escalated”. I have asked for supervisors and have talked to several over the phone.

Tiring after having to do this for several months, I finally got one man, “Levi” on the phone who stayed with me for hours trying to get this worked out. Ultimately he said the issue was that the watch was not entered back into inventory. To get it off, I had to go to a physical Xfinity store and they could get it reversed. Meanwhile, I always got the monthly installment charge reversed.

On May 10, my husband and I went to our local Xfinity store.  The technician/sales rep listened to our story and called someone who was a supervisor, from his voice I am guessing in India, as most of the customer service people I talk to are from there. He and the store clerk were on the phone for a while, again the hiccup being that the iWatch return was not logged into the warehouse…they indicated they believed me but the watch wasn’t showing up. He said to give him 72 hours to reverse the device from my account. This gentleman issued the EC# which I reference above.

So, 72 hours came and went, so have several months. I am still being chargedfor the balance of the watch. I have to hop on the app, click a mess of buttons to finally get a human who very kindly “assures” me this will be taken care of once and for all. I am given a credit every time, which I appreciate and sometimes a courtesy credit for all my trouble. This is a monthly routine of mine for the past 10 months.

I currently have 13 payments left for the iWatch that I don’t have. Do I have to go through this thirteen more times? It is ridiculous. Someone in Chicago made an error and I am paying for it with this ordeal. Here is a copy of one conversation: [Edited: "Link to Transcript"]

I am due to retire from effective January 31, 2025. On or before that time, I will leave the Verizon wireless service and will need to purchase a new phone, or reactivate this one to a personal mobile service. I would have considered Xfinity premium as my choice, but going through this headache with the iWatch has been a horrifying experience. I have chatted with at least 40 different customer service people. They all mean well, but are terribly ineffective with regards to this problem.

Before I consider selecting Xfinity as my mobile service, I need to have this iWatch removed as a device on my account. 

Can someone in the United States help me? 

I have attached a screenshot. My account with this case number should have a long list of notes. I reference one such conversation via link.

 I need to reach someone with authority to resolve this issue.