Bate and Switch/Xfinity Mobiler

@XfinityDilary​ I’m waiting for a call from a supervisor.

Understood! We'd like to also keep an eye on the situation from here. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

@user_eoaiut​ A supervisor called back and offered a refund on my next cell bill ($24).  I appreciate it but will still have to return the inexpensive phone to a store.  The charger will have to be returned to Amazon.  She would not send a follow-up email verifying our conversation.  I have a home phone, cell, TV and internet all with Xfinity.  Keep asking questions if something doesn’t sound right.  You may be talking to a new representative.  I’m still very unhappy about the inconvenience.

The new cellphone was returned to Xfinity.  I received an email that the phone passed inspection and a refund would ensue.  That didn’t happen.  My credit card was charged a $35 restocking fee.  I had to call customer service again.  

Charm in customer service took ownership and immediately took steps to remove the charge.  She made sure it was resolved.  Credit appeared on my card the same day.  She’ll went the extra mile.  She was professional and polite.  

Thank you for sharing how Charm was able to turn the situation around, user_eoaiut! We never want there to be a concern, but when there is we want to get it resolved right away! We would like gather some details to ensure Charm is recognized for her great work. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

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