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user_084686
1st Topic

8 Messages

Saturday, September 9th, 2023 5:56 PM

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I have not received the refund check after closing my xfinity account

I was promised a refund check after closing my account after moving.   I have called with only being put on hold for hours.   I have chatted for hours, with empty promises and assurances from the xfinity chat every time that the refund check would be sent in 2-3 days..   How do I get Xfinity to send me a refund check for my overpayment?  My account shows xfinity credited itself and zeroed the balance in my account  months ago.

Question

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Updated 

1 year ago

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Official Solution

XfinityRyanE

Official Employee

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1.1K Messages

2 years ago

My apologies for any confusion about the refunds or how they are processed. According to a refund policy, there are 2 different ways you could be refunded. If it's not possible to issue a refund to the last payment method on file, there are two possible based on the verified email address.

Verified Email Address on File: An email will be sent with refund options 
No Verified Email Address: A physical prepaid card is mailed through USPS. They should expect to receive it within seven to 15 business days.

Its important to keep in mind that it can take up to 30 days for the disconnect to fully process and a refund card to be sent out after the account is disconnected. So depending on how long its been since the account was disconnected, we may need to just give it more time. 

This comment was created from this reply

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XfinityMichaelC

Administrator

 • 

4.2K Messages

2 years ago

Hello, @user_084686! Thanks for reaching out to us on the forums! I apologize to hear that you have not received your refund yet. We can certainly have a look into this and see what's going on! Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?

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user_084686

8 Messages

@XfinityMichaelC​ Thank you for responding XfinityMichaelC.   Unfortunately, I cannot receive a refund check until after it is mailed by Xfinity.  None of the helpful-sounding chat responses ever include the statement that the check has been mailed.   Always assuredly looking into it or creating a tag or updating an account, but never mailing a check.  the last chat even promised to add on an additional $15 late fee to the amount of the refund check, but not mailing it, because they couldn't help with that.

2 years ago

0

XfinityRyanE

Official Employee

 • 

1.1K Messages

My apologies for any confusion about the refunds or how they are processed. According to a refund policy, there are 2 different ways you could be refunded. If it's not possible to issue a refund to the last payment method on file, there are two possible based on the verified email address.

Verified Email Address on File: An email will be sent with refund options 
No Verified Email Address: A physical prepaid card is mailed through USPS. They should expect to receive it within seven to 15 business days.

Its important to keep in mind that it can take up to 30 days for the disconnect to fully process and a refund card to be sent out after the account is disconnected. So depending on how long its been since the account was disconnected, we may need to just give it more time. 

This reply has been converted into a comment
I am an Official Xfinity Employee.
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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_084686

8 Messages

I am still being promised the check will be mailed in 48 hours, and I never receive the check.   Then I am told it was mailed a month prior and they meant i would receive it in another month.  Sorry Xfinity, but every answer from customer service has been <EDIT: Language>   And even on here, they are responding like they will send a refund check.   But it has been 3 month now with no refund.   And now after they zeroed my account at Xfinity without sending a refund check, they are claiming the account is zeroed.........    Do not use Xfinity!

(edited)

2 years ago

0

user_084686

8 Messages

Xfinity:     I have requested a check, and have been promised a check.    I have no use for a prepaid card!!!!

2 years ago

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user_084686

8 Messages

Here is the latest promise 24 hours ago.   Guess what?  Xfinity lied about the email and aabout the refund again......                                                                                                                                                                                                                                                   

I sincerely apologize for the past experience , this is not the experience that Xfinity wants to provide to it's customers
I request you to please be rest assured , you will receive a email confirmation for the same as well within 24 hours
Here is your refund confirmation ticket ID : <EDIT: Removed Personal Information>

(edited)

2 years ago

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