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user_im1br9
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09/16/2026 2:00 PM

Customer service gave the wrong info

I was given the wrong time frame by the customer service to exchange my phone. Which made me 3 days outside the time frame. The first supervisor I spoke with agreed and was sending me a label.  The label never came so when I called in again the next Supervisor said no.  I have it documented however am getting no assistance. 

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1 hour ago

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XfinityKassie

Official Employee

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2.7K Messages

1 hour ago

 

user_im1br9 Good morning! Thank you for reaching out to our Xfinity Forums team to get a return label. I'd be happy to get you in the right direction for getting your return label. Please send us a Direct Message with your name and service address. 
 

Click "Sign In" if necessary. 
Click the "Direct Messaging" icon. 
Click the "Start new conversation" (pencil and paper) icon. 
In the "To:" line, type "Xfinity Support". 
As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
An "Xfinity Support" graphic will replace the "To:" line. 
Type your message in the text area near the bottom of the window. 
Press Enter to send it.

 

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514 

 

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