Returned New phone purchased from Online store,, but still getting charged for
it!!!
This has been a nightmare.... I have recently purchased a new phone/ new line for my wife from the Xfinity store. My wife didn't like the phone so we went ahead to try to return it at the local Xfinity store here in Tucson.. and got rejected. The staff said I cannot return a merchandise purchased from Xfinity Online, to a Xfinity store ( a very confusing concept ) ... so I called the customer service which sounded like someone from India, initiated the return, dropped it off at the Fedex store, package was signed and delivered on July 3, 2024.. .and then now on July 20th I got a full charge for the phone as now I got an email from Xfinity saying they are still waiting for me return!!!
I called again twice, wasted 2 hours with someone from India and they basically could not help me... both told me to NOT WORRY and just wait for the warehouse team to confirm they have received the phone, and someone will work on giving me a refund...
I mean,,, really??? the phone has been returned for almost a month now, and I get full charged for it.... no one can handle this situation? Is this really how Xfinity treats their customers now?
XfinityOrlandoM
Official Employee
•
2K Messages
9 months ago
@Xfinity_Tucson
Thank you for reaching out to us I would not be happy if I was charged for a phone that I had returned this link https://www.xfinity.com/support/articles/returns-and-exchanges shows the process on how you're supposed to do the returns for your Xfinity mobile device , did you go through any of this process as this is linked directly to your mobile services that way when the device is returned it shows the return process was already initiated on your account
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user_h48pz2
1 Message
4 months ago
I returned a prepaid phone from NOW mobile. You can return the Within 14 According to the multiple representatives I was speaking to virtually. I never activated the phone or even turned it on. I was supposed to be signed up on a plan that included the phone but something happened that I was not signed up for the plan so I sent the phone back. I actually called it in the same day to cancel the phone and they said it was already been shipped.. But when I got it, just return it. I kept getting an email saying I had not returned the device, but it was received on October 8th. Originally, they told me I had to return it at the Xfinity store. Which is an hour away. When I got there, they say they could not take the phone Back and not sure why they told me otherwise. So after like the 12th call, I finally get someone to send me a return label. Called back in a few weeks later and They said they never received the phone. I still had the tracking and finally they found it that it was received on October 8th. I would have my refund within 48 hours or when it got received into the warehouse. Just like other post I’ve seen, Representative saying that once it’s received in the warehouse, you will you get your money back. After countless chats, I’m being told I would get my money back within 48 hours at least five times never did. Finally, I contacted the Better Business Bureau and I was told that I can return the phone within 14 days, but there is no refund? I’m still so confused about this. Why would you have a return policy if you don’t give money back? This was mainly due to they do not have a dedicated department for NOW mobile, so they can ship it out, but they can’t return it for a refund. I spoke with Gabrielle I think she was the resolution dept? . She was very short and rude just tell me, yeah you have a 14 day return. But you don’t get a refund. Multiple times I had to ask her what that meant because that makes no sense. The only thing she could say is NOW mobile does not have a dedicated department so there’s nowhere to send the phone back to for a refund? This just blows my mind. I Told her somebody received the phone so how can they not have a dedicated department to send a phone? They sent it to me, so evidently there is a way. How can Xfinity have a prepaid service called NOW mobile and not have a support department. This all seems very fishy, I can send the phone back within 14 days, but I can’t get a refund? If that was the case, why would he send the phone back? I paid for the phone and the service. They said I would not get the phone or the time refunded. But I told him the phone was not activated. It says that in the 14 day Return policy.
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