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user_5aklq3
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Visitor

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2 Messages

11/04/2026 1:55 PM

Refund outstanding

I contacted customer service on October 1, 2026 about an account that was still being charged to me despite being inactive for over 5 months. A refund was initiated. However no money has been received in my banking account. Additionally when I attempt to contact Xfinity it keeps connecting me to an account that existed more than a year ago. Despite me updating me home address. 

Also I requested a replacement device through assurance that was never delivered. My phone has been stuck in LTE since I purchased it. 

I am not getting good service from this company. 

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3 hours ago

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XfinitySara

Official Employee

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3.1K Messages

3 hours ago

Hello, @user_5aklq3! Thank you for creating a post with your billing, service, and device concerns. Our team is always more than happy to help! To start, our refund policy does stipulate that it may take up to 4 - 6 weeks to receive a refund, depending on the saved payment method we have listed. See this ARTICLE for more information, and let us know if it's possible the refund could still be on the way!

 

Regarding the replacement device through Assurant, when did you purchase the original phone? And when was that request (or claim) submitted to Assurant?

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user_5aklq3

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2 Messages

I received no confirmation on when the payment will be posted. An official email should have been sent to me. 

yes the claim was done through assurant 

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3 hours ago

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XfinityBillie

Official Employee

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4.6K Messages

 

user_5aklq3 Thank you for confirming that you made you claim through Assurant. It sounds like we will need to put eyes on your account to better assist you with your refund and claim concerns. To keep your account information private, please send us a DM to Xfinity Support with your full name and address to get started. 

To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

 

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3 hours ago

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