Visitor
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3 Messages
Check is never received after account is closed
I closed my internet account in March, and there are credits in this account which should be reimbursed. I called customer service multiple times and visited physical store once (since customer service told me it will be easier to get the check in the store). They all told me a check will be mailed to me in two weeks. But I have never received a check, and it has already been 6 months. I do not trust the usual customer service any more. How can I escalate this issue?
XfinityGina
Official Employee
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364 Messages
2 m ago
Hi @user_9e9991 and thank you for reaching out about the missing check! I'm sorry to hear that you're no longer our customer and that there's been some confusion with getting the refund. Is there any rental equipment that still needs to be returned? Is it possible that you had a credit card on file with us? If so, it may be possible that the amount was refunded to that card.
If you don't have any unreturned rental equipment and there is no record of the refund being sent to a card that was on file with us, please send a direct message using the following instructions, so we can look into this further and figure out what's going on:
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