No shipping label / unauthorized charges

11/22/2023 - I went into my local corporate Xfinity store to attempt to exchange an iPhone 15 for a Pixel 8 within the return window for the iPhone 15 . I was told they could not complete the return in the store, and that I would receive a return label via email to return the phone.

11/24/2023 - I received an email with a return label link. The link was broken and did not provide access to a label.

12/1/2023 - I contacted Xfinity via chat asking for assistance getting a functioning label. I was provided a phone number to call (855- 884-9771 - Assurant). I called and got nowhere because I did not have a case number. I could not even speak to a human.

12/1/2023 - I contacted Xfinity via chat a second time. I was told I would receive a mailing label via email within 30 minutes. This did not happen.

12/1/2023 - via telephone and was given a case number (ECM0005047381). I was told I would be contacted within 48 hours with a resolution.

12/3/2023 - I received a text message with the following message: Hi, it's Xfinity Assistant.

We're still working on your case number ECM0005047381 regarding your Xfinity Mobile Shipping Issue. Thank you for your patience. There's no need to follow up, we'll reach out when your issue is resolved.

12/11/2023 - I contacted Xfinity via chat again asking for information on the issue. I was told I would receive a new shipping label via email within 24 hours. This did not happen.

12/13/2023 - auto-payment made in amount of $123.46. This included plan changes phone payments and connection fee

1/12/2024 - I contacted Xfinity via chat to try to resolve the issue. I informed the representative that this is my last attempt to reach out for resolution on this issue. I also expressly informed Xfinity that they  do not have my authorization to charge me for the phone as I have continued to make good faith efforts to resolve this issue with no resolution provided to me.

1/13/2024- auto-payment made in amount of $102.26 This included plan changes phone payments

2/13/2024- auto-payment made in amount of $102.26 This included plan changes phone payments

2/24/2024 - received text stating service would be interrupted if payment is not made.

Contacted Xfinity via chat, and was told by an agent that my service ticket was raised to a higher team, and that my service would not be interrupted. I was provided a chat ID: 9875650207770983. I was told that a confirmation would be sent to my email. I never received confirmation. 

2/28/2024 - received text stating Xfinity was attempting to collect a debt and my service would be interrupted if I did not pay. Contact Xfinity via chat and was told by the agent my past due amount was $1,078.33. I was advised to wait 7-8 days for my ticket to be resolved by the backend and that my service would not be interrupted because there is an open ticket. I was assured my service would not be interrupted. 

3/4/2024 - received email that my service/account had been suspended due to non-payment. Contacted Xfinity via chat. Was unable to receive clear information on account balance, why it was past due, and what the amounts were for. Was credited various amounts ($30.00, $30.00 and $17.00). Service was restored after my chat. Provided with confirmation number: 186729949713630. 

3/4/2024 - Contact customer service via phone later in the day and spoke to 3 people:

• Person 1 - Could not explain charges on account. Representative stated “sometimes we make mistakes on the system. But once you make a payment your account will be in good standing. Sometimes that happens and I don't know why, I'm really sorry about that” I attempted to pay $102.52 as this is the correct amount due and was told because I have an open ticket on the account, they could not bill that amount. Was advised to wait 5 days and try to pay again. I asked to be transferred to a supervisor. 
• Person 2 (supervisor): Reviewed account. Confirmed details of account and transferred me to “mobile care team” 
• Person 3 - Reviewed account details. Confirmed issue regarding exchange and lack of ability to receive shipping label. Could not provide resolution. Stated she would email ‘higher ups’ and would contact me 3/5/2024 at 5pm EST time. Could not be provided a case/confirmation number. I received no call. 

3/5/2024 - received email from Xfinity stating they could not charge card on file for $1,120.25. This was an unauthorized charge.

3/6/2024 - Posted an outline of my issue on Xfinity forms to try a different way to get this issue resolved.