refund

I am noticing an ongoing trend with Xfinity in regard to any refunds. I was promised a refund of 100$ by an in person store associate and then again online through a chat agent. It's been over a month and I have yet to see any money returned to me. Getting ahold of someone is impossible as most of their system is AI. My call will be taken over via text and then I get met with a message saying my request could not be assisted at the moment. Then it sends me a link of where to chat and then I cannot use that link because I don't have an active service. I am growing annoyed and frustrated with this process.

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EG

Expert

•

122.6K Messages

2 days ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

XfinityAirelle

Official Employee

•

3.7K Messages

2 days ago

user_19gemo

We can understand why you're frustrated, especially after being promised the $100 refund by two different representatives and still not receiving it over a month later. Having to repeatedly reach out for answers, only to run into automated systems that won't let you get assistance because your service is no longer active, certainly doesn't help.

We'd like to look into what happened with that refund, whether it was actually processed, and what's preventing you from receiving it. We don't want you continuing to go in circles trying to get an answer.

To help us narrow things down, was this refund associated with a closed Xfinity Internet account or Xfinity Mobile service?

user_19gemo

Visitor

•

2 Messages

I had visited an Xfinity store and they told me that I could get a Wi-Fi box that was apartment friendly without needing a coax cable. So I said cool, and ordered it. I received it and it needed a coax cable and my apartment isn't built for that, yes I could've had a technician come but the landlord didn't want any cables or holes drilled in the apartment. So I returned it. Once it was returned in store the associate promised me a refund of the original money I spent. Cool. A few weeks passed by and nothing and I actually ended up getting charged again. So I reached out to a chat agent and then she had me confirm the amounts I spent and then said it amounted to 100$. She then had me confirm the last 4 of my debit card on file. Cool, I did that. She promised me I'd get 100$ back. Few weeks pass by and still nothing. I called again all for an agent to tell me that they cannot promise refunds and I will not be receiving my money back. I'm confused and frustrated. Why would I have two separate employees promise me a refund and then one tell me it's against their policy for them to tell me I'd be getting a refund and I won't be seeing my money back at all. I just want this issue resolved and I no longer want to conduct business with Xfinity ever in the future due to this experience. This all started at the round lake beach, IL location near me.

4 hours ago

XfinityAlfonso

Official Employee

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3K Messages

Thank you for this additional context. We'd be happy to assist in resolving this refund concern after services were unable to be installed.

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

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4 hours ago

Billing

user_19gemo

refund

EG

XfinityAirelle

user_19gemo

XfinityAlfonso

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