Cell phone reimbursement

Attn: Case [Edited: "Personal Information"] - Corporate Escalations - Xfinity Mobile

Dear Sir and/or Madam,

I have been attempting to get a solution to a problem for several weeks now. I finally received an outcome, one of which I wasn’t expecting, from Omar [edit personal information] of the Xfinity Mobile Executive Resolutions Team. He stated the mobile phone that has been diligently searched for over the past few weeks had been disposed of. I am unable to understand this outcome if there had not been communication regarding this entire situation. However, I have been attempting to get resolution to this problem as soon as I realized my mistake. Please read the following explanation.

The label with the tracking number I received and shipped to Xfinity was [Edited: "Personal Information"] and the IMEI [Edited: "Personal Information"] is the # to the cell phone mistakenly sent to Xfinity. Which did not belong to Xfinity, and never did.

I called in early May 2025 to find a way to lower my TV service and also to inquire about mobile phone plans in comparison to my current service provider. I also wanted to know about any specials and pricing on mobiles phones. The customer service representative requested my credit card # in order for her to provide the information I was requesting.  I reminded her all I wanted was pricing information and she reiterated the need for a credit card in order to give me the information.  I was hesitant, but since I had made the phone call I agreed to provide the credit card number that is on file to pay my account.

She then provided the information I requested, and stated I would not be charged anything. We talked about the iPhone 16 Pro as that was the one I was interested in. The next day I saw that my bank account had a charge for $112 (I believe), from Xfinity.  I immediately called to inquire about this charge and what it was for. CSA said it was for the iPhone 16 that I ordered. I told her that I had NOT agreed to purchasing the mobile phone, nor did I agree to Xfinity’s mobile phone service. She told me to refuse or send the mobile phone, iPhone 16Pro, back as soon as I received it. I did and was fully refunded once that phone was received in your warehouse.

At the same time, I had ordered the same phone, iPhone 16Pro, from my current mobile phone service provider (competitor). There were problems with that order and had to call to request a return label. After a couple of days, I still had not received the return label and called them back, still no response.  So, I became quite frustrated. And when I get frustrated, I become confused at what I am doing. I ended up calling Xfinity rather than my service provider for a return label.  Upon finally getting a person I requested another return label. She immediately said ok and sent it right away. Once I got it, I followed the instructions, printed the label and took the phone in to be returned.

Here is where the fun really started. UNFORTUNATELY, I sent the mobile phone back to the wrong company – Xfinity Mobile (Comcast). It was an iPhone 16 that was due to be returned to my current mobile phone service provider, NOT Xfinity.  After a week, I was called by competitor with a return label for the phone, and explained I had already sent it back and when. She told me that they did not use FedEx for their returns and the account number was not theirs.  OOPSY!! So at that point, a week later, I called Xfinity to find out where my phone was.  I got the run around and it seemed as if the CSA didn’t understand the problem. Therefore, I continued to call every day and at times several times daily, to attempt to get someone who would understand the problem.  This exercise took another week.  I finally decided to turn to the internet and the customer forum.

I posted a message as user_ob3fbk on May 28, 2025 in the customer forum. It was posted in the mobile page and the customer service page. I received a response suggesting I place a Direct Message, so I sent one on May 29. Please see attachments following all communications. I finally got a call from Omar [edit personal information] in Executive Resolutions for him to say after an extensive search it was discovered the phone had been disposed of, no other comments and no other solutions offered. 

Now the case has been closed and I am submitting this request to Xfinity for final resolution. I would like either the phone be returned in the new condition you received it or the full cost of the phone be reimbursed.