Visitor
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2 Messages
Elite Upgrade Mess unresolved
I recently elite upgraded one of my family member's line since the old phone was half paid off and met all criteria but the label was never sent to us to return old phone. The store in Naperville, Illinois was kind enough to go out of their way to help open ticket but I got a message saying it was not approved and closed. This is the worst experience we have had with xfinity mobile.Horrible upgrade process glitch with their system. Now we can't return new phone and don't know what to do with old phone. Please help advise to resolve this. It is just a very frustrating issue that's been going on for weeks and weeks. We have been loyal customers with xfinity since the Comcast days and honestly we are thinking of switching carriers once all phones are paid off.
XfinityCliff
Official Employee
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648 Messages
1 hour ago
Hello @Rt2528, and thanks for reaching out on our Xfinity Community forums!
I can certainly understand why you're frustrated. It sounds like you've been trying to resolve this for quite some time, and after completing the upgrade, receiving help from the store, and having a ticket closed without a resolution, it's understandable that you're looking for clear answers on what happens next.
Since this involves an Elite Upgrade return and a missing return label, we'd like to take a closer look at the account, the upgrade transaction, and the ticket history to better understand what occurred. Please send us a Direct Message with your full name and service address so we can review the details with you.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
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