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user_bow3p5
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Friday, July 17th, 2026 8:03 AM

charged for a phone returned a year ago

signed up for a mobile account over a year ago. Was not happy with the device sent. returned it immediately and tried to close the account. After the phone got back to you (I tracked it) I started receiving emails that I would be charged if I didn't return it. I spent days on the phone talking to agents, each one assuring me it would be resolved only to receive another warning to return the device. Finally that stopped, and I thought it was behind me. Then, last month you charged me for an account and device I hadn't even activated. Another several days on the phone and the charge was refunded. I have JUST BEEN CHARGED AGAIN. I SEE THE ACCOUNT IS STILL ACTIVE AND THE DEVICE I returned in April of 2025 is still associated with it. This is a nightmare. What can I do to get you to stop charging me and close the mobile account already?!

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8 days ago

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XfinitySara

Official Employee

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2.7K Messages

8 days ago

Our team would be more than happy to help in any way we can, @user_bow3p5! Could you please send our team a direct message to continue?

 

How to send us a direct message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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