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user_1b7196
20th Anniversary celebration
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Visitor

 • 

7 Messages

Monday, May 29th, 2023 9:44 PM

Closed

Xfinity keeps charging me for a phone I never had..

Based on advice from Xfinity agent, I did not accept delivery of a phone. It's been two months since the phone was not delivered. Xfinity keeps calling it a return that was never received and keeps charging me. Their online chat agents are nice but simply keep saying wait another 3 -4 days. What are my options? Small claims court.

Question

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Updated 

2 years ago

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Accepted Solution

user_1b7196

Visitor

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7 Messages

2 years ago

I am glad to report, thanks to the help from the people above and Xfinity Mobile escalation team, I got my issue resolved.

1

XfinityMartyR

Official Employee

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2.1K Messages

Thank you for closing the loop here with us. I'm happy everything has been resolved for you! Take care. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

XfinityChristy

Official Employee

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2K Messages

2 years ago

@user_1b7196 Thank you for reaching out here on our Xfinity Forums. While our team can help with a wide variety of concerns, due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account-specific requests over this platform--this includes billing, sales, device questions, etc. For all Xfinity Mobile-related questions please contact Xfinity Mobile by calling or texting 1 (888) 936-4968, or reach out to a Secure Online Chat. (https://www.xfinity.com/xfinityassistant/?channel=xMobile)

 

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user_1b7196

Visitor

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7 Messages

2 years ago

Thank you for your response XfinityChristy. Actually, I was hoping for response from a fellow Xfinity Mobile user who might have had to tackle this issue. I have already done five secure chats with Xfinity reps. While very polite, they have been unable to do anything of substance to help. I have been a customer of Comcast for 13 plus years and never had to deal with such an issue. From the rep responses, it seems to me that I am stuck with no resolution in sight. Would it help to go an Xfinity store? Who actually has the authority to do anything of substance?

4

0

XfinityRyanE

Official Employee

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1.1K Messages

Thanks for the additional information, we are sad to hear that a negative experience has been created by this. Our team will be glad to look into this and see what options are available. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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


Please let me know if you have any questions or run into any problems.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_1b7196

Visitor

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7 Messages

@XfinityRyanE​ I followed the steps you outlines. I could only find XfinityRyanD in the drop down menu so I wrote to them. Not sure whether I need to redo this to a different name. Thanks.

2 years ago

0

XfinityAngie

Official Employee

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1.8K Messages

@user_1b7196, With us being so limited here, I would recommend you stop by an Xfinity store. I can tell you they are wonderful at fixing Xfinity Mobile issues. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

Again

Expert

 • 

31.5K Messages

@user_1b7196​ 

If you actually followed the steps above you would have seen:

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

Neither @XfinityRyanE nor @XfinityRyanD will see your message.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

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