1 Message
Charged Full Price for returned iphone
March 2, 2025: Xfinity store to switch husband’s Verizon phone onto my Xfinity account- he gets the IPhone 16 Pro Max.
We get the phone home to open it, it won’t turn on without glitching- can’t even get through setup.
We drive back to the store, they say they can’t return it and we have to wait to get a new phone mailed to us.
March 5, 2025: new phone arrives, get it activated- all is well.
March 17, 2025- non working IPhone 16 Pro Max that store said we had to mail back, was mailed back with 2 day FedEx
March 19, 2025- delivery confirmation with Fed March 25, 2025- notified Iphone16 pro max was never received and I would be charged full price for the phone
March 25-27- multiple calls to Xfinity to confirm they received the phone since I have delivery confirmation- they assured me the did
March 28, 2025- Xfinity charged me $1,271.99 to my card on file, saying that they didn’t receive the phone, despite having delivery confirmation.
I spent over 3 hours, my husband spent over 2 hours and still not resolution. They keep opening tickets and “escalating”, but then I get a message that the ticket is closed.
I have no clue what to do.
As of now, trying to dispute the charge with my bank.
XfinityMarcos
Official Employee
•
2.3K Messages
2 days ago
Hello user_n6cji6, thank you for including all of those details and the timeline in your post. Since you mentioned a ticket has already been opened, I'd like to review your account and get up to speed on this. I'll do all I can to help and make sure we find you a resolution on this. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's 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 "New message" (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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