Visitor
•
10 Messages
charged my card for an apple watch without my consent!!
I contacted xfinity via chat because i had a serious issue with my mobile service - i wasnt receving any text messages. The chat agent instead of assisting with my issue kept sending me pictures of apple watches, i stated that im not interested very clearly multiple times and they disconnected the chat and not only did not help me but placed a apple watch order on my behalf and charged my card for it anyway. Then i proceeded to make multiple phone calls that in total was around 8 hours of my time. Each time i was reassured that the issue has been escalated and a ticket has been made and the order will be canceled and i should receive a confirmation in 1-2 hours. It never got canceled, and not only that it got shipped and delivered. Then i proceeded to make multiple phone calls stating as i previously stated that im traveling internationally and i am not able to return this order but i was told that the only way i can get a refund is if i ship the package back. So i am left with no apple watch, a charge on my card for it, no way of returning and lost 8 hours of my time talking on the phone trying to resolve my issue. this feels very illegal and I am very disappointed in the lack of accountability. At this point I contacted them in every way possible so my only options are to take legal action or pay for an Apple Watch I never ordered.
XfinityJosephA
Official Employee
•
1.8K Messages
1 month ago
user_okdkh3 send us a direct message, so we can take a closer look at your Mobile account and the work that's been done so far. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page.
3
0
user_okdkh3
Visitor
•
10 Messages
26 days ago
update: despite my efforts on the phone for an additional 4 hours (total of 12 hours at this point) the order was delivered and the payment plan was still on my account. I have escalated this issue to corporate and fraud team, and both have not gotten back to me in over a week. The watch was delivered back to xfinity and shows on my Fedex account as delivered for over a week now, still no confirmation email, no refund, and no accountability from the team. They're blaming it on me, claiming that my phone is "unreachable" even though I seem to have no issue being reached by everyone else...
1
0
user_okdkh3
Visitor
•
10 Messages
22 days ago
I contacted Xfinity via chat regarding a serious issue with my mobile service — I wasn’t receiving any text messages. Instead of assisting me, the chat agent repeatedly sent me promotional images of Apple Watches. Despite clearly stating multiple times that I was not interested, the agent disconnected the chat and, without my consent, placed an Apple Watch order on my behalf and charged my card.
What followed were multiple phone calls totaling over 13 hours of my time. Each time, I was assured the issue had been escalated, a ticket was created, and the order would be canceled within 1–2 hours. None of those promises were kept. The order was shipped and delivered anyway.
Because I was traveling internationally and unable to return the package myself, I explained the situation repeatedly. I was told that no refund would be issued unless the watch was returned. I had to ask someone to drive over an hour to my house just to return the watch on my behalf — a watch I was explicitly told wouldn’t even be delivered without my signature.
Despite all that, it took an additional two weeks to "inspect" the returned watch — and I was still charged a restocking fee for an order I never placed.
I’ve contacted Xfinity support, corporate escalation teams, and the fraud department. I’ve followed every instruction and exhausted every channel — and I am still left with no resolution, no refund, and no accountability from your team.
This feels not only negligent, but potentially illegal. If this is not resolved immediately — including a full refund and removal of the restocking fee — I will be pursuing legal action. This has been the worst customer experience I’ve ever encountered.
2
0