Visitor
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1 Message
Refund/credit
We have been waiting for a refund or credit to our Xfinity Mobile account since June 2025. It is now August 2025 and we continue to get overcharged each month for a phone we never activated and returned unopened to our local Xfinity store. When we talk to customer service representatives they advise us that see that the phone has been retuned and deactivated and the refund should issue soon. They also tell us that it has been escalated. We are extremely frustrated that we cannot even communicate with someone directly by email. A supervisor has not reached out yet and we continue to accrue charges for something that we don’t even have in our possession.
XfinityDuron
Official Employee
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139 Messages
18 days ago
I completely understand how this situation can become very frustrating. I would like to look over your account and check the current progress. To do so I will need you to send me a Direct message with the name and address to the account.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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.
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