Help with a refund!

Hello... I've been waiting for a refund on an Xfinity Mobile order for over three weeks. I've tried contacting them via chat, I've called many times, and on the last call, I was on the phone for over three hours and was transferred to five different agents, none of whom resolved my refund issue. I even went to my local Xfinity store, and they only gave me the customer service number, but their phone service is incredibly unreliable. Each time, they've told me the refund was approved and that I would receive it within three business days, but it's been over two weeks, and I haven't even received a confirmation email or a refund tracking number. I rejected the phone order on October 15th, and it finally arrived at the return warehouse on October 20th. I'm writing this on November 10th, with no response whatsoever. The phone service is terrible. Could someone please check the status of my request and help expedite the process?

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XfinityKassie

Official Employee

•

2.2K Messages

25 days ago

user_Pablo Good morning, and welcome to our Xfinity Forums Community! We appreciate you taking the time to reach out to our team, and share your experience. This is not the ideal experience we want our customers to have. I'd be happy to take a look at your account, and get you in the right direction for your refund. When you get a moment please send a Direct Message with your name, and service address. I look forward to working with you in getting this resolved.

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

user_Pablo

Visitor

•

3 Messages

Hello again... today, November 11th, I received this message in my email...

11-11-2025 10:49

We're not able to process your request for a refund

After reviewing your account, we are not able to provide you with your requested refund.

Thank you for being an Xfinity customer.

This is incredibly frustrating and cumbersome. It's been several weeks since I've had any information about my money, and I don't know who else to turn to. None of the agents I've contacted have resolved my refund issue. I feel like they're playing games with me and not taking my case seriously. They charged my card $434 on October 10th. The phone was delivered brand new and sealed to the warehouse on October 20th, and as of today, November 12th, I still haven't received my money back. This is unfair and unacceptable. I just expect them to refund my money and cancel all the services I have with this company. I've been a responsible and reliable customer for several years, and no one deserves to be treated like this, ignored by Xfinity representatives.

(edited)

24 days ago

XfinityThomasC

Official Employee

•

3K Messages

Hello, @user_Pablo sorry to read that unfortunate news. I would like to review your account to determine if that is the final resolution or there is more that can be done to assist you. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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24 days ago

Billing

user_Pablo

Help with a refund!

XfinityKassie

user_Pablo

XfinityThomasC

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