Visitor
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4 Messages
Nightmare with Xfinity mobile
Subject: ABSOLUTE NIGHTMARE: 17 Calls, Hours Wasted, and Xfinity Still Hasn't Processed My Returned iPhone 18 Pro Max
Post Body:
I am posting here because Xfinity Mobile's customer service has proven to be an absolute disaster of incompetence, empty promises, and endless runarounds.
I am currently 17 calls deep into this nightmare. Every single agent I speak with gives me conflicting information, promises a callback or resolution that never happens, and kicks the can down the road. Hours of my time have been completely wasted.
The Issue: Unwanted Upgrade & Ghosted Return
1. Unauthorized / Rejected Upgrade: Xfinity processed an unwanted upgrade to an iPhone 18 Pro Max on my account.
2. Device Returned & Delivered: I rejected the device and immediately shipped it back to Xfinity’s returns processing facility (CTDI in Mount Juliet, TN).
3. Proof of Delivery:
Carrier: FedEx 2Day
Tracking Number: [Edited: Personal Information]
Delivery Date: Monday, September 21, 2026 at 9:47 AM (Signed for and delivered).
Despite FedEx confirming that Xfinity's warehouse received and signed for this returned phone weeks ago, Xfinity has completely failed to update my account. My line is still saddled with an unwanted device payment plan and charges for a phone I do not possess and explicitly rejected.
17 Calls of Pure Incompetence:
Reps repeatedly tell me "it will update in 24–48 hours." It never does.
Reps claim they are "escalating to Tier 2/Leadership." Nothing happens.
I have provided the FedEx tracking number 17 separate times, yet nobody seems capable of cross-referencing warehouse inventory to close out the return.
Demanded Resolution:
I am publicly demanding that a Digital Care Supervisor / Executive Escalations Representative intervene immediately to fix this total administrative failure:
1. Manually clear the iPhone 18 Pro Max device installment agreement from my account using FedEx tracking [Edited: Personal Information].
2. Refund any erroneous fees, device charges, or taxes tied to this return.
3. Provide written confirmation via Modmail/Email that my account balance is $0 for this device.
If this is not resolved immediately through this forum, my next step is filing formal complaints with the FCC, BBB, and my State Attorney General's Consumer Protection Division.
Send me a Modmail invitation so I can provide my account details. Let's see if anyone at Xfinity actually knows how to solve a problem.
XfinityDemitrius
Official Employee
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3.1K Messages
16 days ago
Hey @user_lxvv4k, Thank you for visiting our official Xfinity Forums Community support page.
We sincerely apologize for the experience you've described and understand how frustrating it must be to make repeated contacts without receiving the resolution or follow-up you were promised. We appreciate you taking the time to provide these detailed concerns, especially regarding the returned device, the ongoing installment charges, and the effort you've already made to provide proof of delivery.
We'd like the opportunity to take a closer look into this matter and ensure it receives the appropriate attention. Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and any relevant details regarding the return so we can review the account, investigate the status of the device return, and work toward a resolution. We understand the importance of resolving this as quickly as possible and look forward to assisting you further.
We hope to hear from you soon.
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