Equipment returned, refund not received.
Hello... I cancelled my old service during my move last year in May but was unable to return the equipment until this year. I was charged for it shortly after I cancelled but kept receiving emails and voicemail prompts to return it. I finally did so about two weeks ago (dropped it off at an Xfinity location) and received the receipt for the return. However, the young gentleman who helped me was unable to issue the refund so he set up a return phone call from the corporate office for me instead, but - I missed these calls while driving home from there.
I was only able to reach a robot when I tried calling back. [Edited: "Language"] he sent me to a chat. I believe the chat robot was still the same robot but pretended like he didn't know me. Anyway, I managed to escape the robot by selecting an unrelated category and finally got a living breathing human being to chat with. This living breathing human being took all the details, looked through my account, and assured me (by saying "rest assured..." multiple times) that I will receive my refund within 7 days.
To make sure he wasn't kidding, I asked to tell me how much the refund will be and how it will be received. He replied that the amount isn't being shown but to "rest assured" that I will receive it within no more than 7 days. He also gave me the correct address (my current address) where the refund will be mailed. I then asked to tell me the fastest way to reach a living breathing human being -just-in-case- I don't receive the refund within 7 days. Again, one of those "rest assured.." was given and the following: Just call 1-800-Xfinity.
I explain to him that only a robot lives at that number, to which he writes the following: "When you call that number, you need to click 1, then 2, then 1, you will get connected." After staring at that for a few seconds, I burst out laughing. I couldn't stop laughing. All the frustration melted away and I chuckled for hours later...
This is now two weeks later and I can still chuckle at it but - rest. assured. that my refund was not received.
Can someone, anyone, please tell me how to get my money back. Or, the equipment back! Because Xfinity charged me for it. I can use it as a door stop... [Edited: "Inflammatory"]. I would appreciate a response and guidance.
~Hoping to be turned back into a happy Xfinity customer again~