U

Visitor

 • 

3 Messages

Sun, Sep 26, 2021 7:42 AM

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

 • 

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:

 

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon or https://comca.st/3oaeX59

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

See https://comca.st/3lWLARn for an example.

Visitor

 • 

3 Messages

@XfinityGina

Thanks for the response! Just sent a message to "Xfinity Support"  there, do you know how long will it get responded?

Official Employee

 • 

2.9K Messages

Good question! It can/does vary, but we'll always respond as soon as we possibly can. Please include your name and physical address as well please, as it will help move things along. We will get back to you shortly. Thanks so much for your patience! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

3 Messages

@XfinityMorgan

Hi, I still do not get any response in "Direct Messaging", could you help take a look? Thanks!

New to the Community?

Start Here