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Misled Into an Unwanted Xfinity Mobile Bundle — Unopened Phone Return Denied
In early May 2026, I contacted Xfinity online chat because the price of my Internet plan had increased. The online support agent provides me an offer with new mobile line and a new phone, which reduce the overall price compared to my previous deal. I expressly informed the Online Advisor that I did not want or need an Xfinity Mobile line or a phone because I already had mobile service covered by my employer and my own device. The advisor represented that the Mobile line and phone were part of the Internet promotional bundle. The advisor further represented that the Mobile line would cost $0, the phone would cost approximately $6 per month, and that I could cancel the Mobile products later without a termination fee.
I relied on those representations when accepting the transaction. The Mobile line was never activated or used, and the phone box remains completely unopened.
When I attempted to cancel and return the device in July 2026, Xfinity invoked its 14-day return policy. After I explained my case to online support agent, they stated they updated the note for me to return the phone as well and instructed me to return the phone at an Xfinity retail store. The store subsequently denied the existence of any exception and refused the return.
The issue is that I was persuaded to accept products I had clearly said I did not want and also never touched after receiving, based on misleading information from the sales agent. Xfinity then failed to honor the return exception that its own support agent documented.
XfinityRay
Official Employee
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4.1K Messages
6 hours ago
Hi there, @user187348129! Thanks for reaching out about the phone that you want to return. It is correct that we have a 14 day return policy for devices. When you want to place an order with us, we send you an order approval link. That shows all the details of what you are ordering and costs ensuring that you have the services and package you want before any changes can be made. We also send information about your device and if you need to return or exchange it with the package that your device comes in so you have it.
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:
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