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user_z2438p
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2 Messages

Tuesday, June 11th, 2024 6:39 PM

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Returned pod and given a "receipt"

On June 4, 2024 I returned a pod to the Xfinity store in San Rafael, CA 94903. It was at 2:56 pm. I gave them my pod and they processed the return (or appeared to). At the end of the transaction, I was given what I was told was a 'receipt". A week later, there is no credit on my account. I have called and spoken with Xfinity and requested a credit of $119. I am waiting. In the meantime, I was told by a very nice representative that the "suggested procedure" was for me to return to the store and request a receipt. As she spoke she realized how ludicrous this was. I have no proof beyond my "receipt". I am requesting that they keep the security footage at the store until this is resolved.  I am not sure how to do this. Any suggestions?

Question

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Updated 

11 months ago

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EG

Expert

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110.3K Messages

11 months ago

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

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user_z2438p

2 Messages

No, I had to file a report with the San Rafael Police Department and the CPUC. I was on the phone/internet for 4 hours this morning trying to get this resolved. No one would help me in a constructive way. Three "tickets' were opened. One was closed immediately with no reason. I later found out it had been sent to the wrong department. When I saw that ticket had been closed, I had to start all over again. The people at the store stole my pod. They knew they hadn't processed it correctly because they gave me a piece of paper and said it was a receipt and it wasn't. 

11 months ago

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XfinityAmandaB

Official Employee

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2.2K Messages

11 months ago

 

user_z2438p Thank you so much for your post for help with the pod you returned. Normally for our pod and storm-ready Wifi devices, the return process is started by filling out our return form prior and return options are presented via email. This is not the experience we want any customer to have and would love to help ensure you are taken care of. When working with us directly here we can follow up and reach back out to you to help make sure you are taken care of unlike calling where you have to call back in if more help or information is needed.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

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