Requested Refund has not been given even after confirmation

We requested a refund for payments on an extra phone that had been returned last year, but we kept getting charged for it as well as for an extra line that has not been in use for that same amount of time. We spoke with customer support over the phone on 10/04/25 and were told that the refund would be submitted, but we have not received the money back. I have a reference number from that phone call where we were promised that the refund had been submitted.

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XfinityJorge

Official Employee

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2.5K Messages

3 days ago

user_3xkza2 Hi there! Thank you so much for using our Forums and for taking the time out of your day to contact us. You came to the right place for help and we are here to see what is going on with your recent refund after your returned the device to make sure your account is correct. In order to get started can you send us a DM with your full name and service address?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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user_3xkza2

Requested Refund has not been given even after confirmation

XfinityJorge

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