Device refused at delivery – marked received by mistake – line activated & being billed

Hi,

I ordered a device through Xfinity Mobile. The package was refused/rejected at the door by my wife. I never took possession of the phone.

I accidentally clicked “I received it” in the app, which caused the line to activate and billing to start. I do not have the device.

I need help to:

Confirm the delivery was refused with the carrier

Reverse/cancel the activation

Stop and remove the device charges

Either re-ship or cancel the order under the 14-day window

Please assist or open a ticket for the Mobile shipping/billing team.

Thank you.

Responses

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XfinityDilary

Official Employee

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4K Messages

32 minutes ago

user_3io7dt Hello! I completely understand your concern, especially since the device was refused at delivery and you never actually took possession of it. I’d be happy to review the Xfinity Mobile order, activation, and billing with you to determine what options we have to get this corrected. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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user_3io7dt

Device refused at delivery – marked received by mistake – line activated & being billed

XfinityDilary

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