where's my refund?

I had my service with Xfinity terminated on January 22, 2026 as I moved from Florida to North Carolina. I returned all my equipment within a week or so and received an email from Xfinity that they had received the equipment back. On February 1st, I received my new statement which said I had a refund of $238.41. I have called the customer service number numerous times to enquire the status of my refund check and all I get is a bot, who can hardly talk and can certainly not help me. I was a customer of Xfinity for many years inspite of the rising costs and lack of customer service when I needed it. I do not have an xfinity store near me in this area that I can go into to talk to a real live person so this is very frustrating. I don't know what to do at this point. Any suggestions.

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XfinityMatthew

Official Employee

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1.7K Messages

1 month ago

Hello @user_fyscip This article below breakdown what to expect with a refund and the normal timelines for those.

https://www.xfinity.com/support/articles/refunds-from-xfinity

If you believe you are past the normal wait time for your refund we would be happy to check the account for anything that may be delaying it. Are you certain it was sent by check? Did you update the billing address when you cancelled?

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user_fyscip

Visitor

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2 Messages

The way refunds are given is evidently back through the credit card that you used to pay your bill. However, I never used a credit card. I always paid my bill through my bank's online bill pay option. So I just assumed I would receive a check. Yes, I think it is well past the time I should have received the refund. Service was terminated on January 22nd, 2026. Yes, I did update my billing address and the last statement I received had the new address on it. I have received no further emails from Xfinity since I received the one telling they had received the equipment back. That was a few weeks ago. Please let me know what to do next.

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1 month ago

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XfinityQuemekia

Official Employee

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1K Messages

@user_fyscip If you could, please 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" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

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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1 month ago

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user_fyscip

where's my refund?

XfinityMatthew

user_fyscip

XfinityQuemekia

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