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Wednesday, July 31st, 2024 4:56 PM

Xfinity store not accepting my equipment return

I called xfinity customer service to cancel my internet service on July 24th Wednesday with last day of service as 26th Friday and said everything is fine and have cancelled it. They said I can return the equipment at a store on Saturday the 27th. I went to the store on Saturday and they say it still says active and can't accept my return. It also shows a pending order which the new tenants moving in had made. The store representative said I need to call the customer service and fix the issue. I tried calling them on the same day and got a call back on Sunday. The customer service cancelled it again as of Friday 26th and provided a reference number. They also cancelled my autopay and said a final bill will reflect within 2 days which was a lesser amount than the original bill.. On Tuesday I looked at my account and it shows the original bill instead of the final bill. I called them again to make sure my account was cancelled and they said disconnection order is in system and the new bill will reflect within couple of days. They said there is no way the xfinity store could not accept my return and said they are supposed to accept it even if a disconnection order is not placed. I am now waiting for the final bill to make the payment and return the equipment. I don't want to go again and come back with the equipment. 

Accepted Solution

Official Employee

 • 

1.8K Messages

2 months ago

Thank you so much for taking the time to reach out to Xfinity Support @user_n5e0po!  We are so glad to hear from you and happy to assist in any way that we can with your account concern.  No worry!  You have reached out to the right team to help get things ironed out for you.  So that we can take a closer look at this, please feel free to shoot us a private message with your details, and we can get started for you.  

4 Messages

Thanks how do I send a private message 

Official Employee

 • 

1.8K Messages

No problem @user_n5e0po!

To send a "direct message" / "private message" message to Xfinity Support:
 • Click "Sign In" if necessary
 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 
 • Click the "New message" (pencil and paper) icon
 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 •  - An "Xfinity Support" graphic replaces the "To:" line
 • Type your message in the text area near the bottom of the window
 • Press Enter to send it

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4 Messages

Thank you . I have send it

Official Employee

 • 

1.2K Messages

2 months ago

@user_n5e0po It was a pleasure working with you in private today and getting you taken care of. Please don't hesitate to reach back out if you have any further questions or concerns, we'll be here to assist you.-Richard

4 Messages

@XfinityRichard​ thank you so much!

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