Formal Complaint Regarding Unresolved Device Return Dispute, Misleading Guidance, and Improper Charges

I am writing to file an official complaint regarding an unresolved device‑return dispute involving an iPhone 16 Pro Max 256GB, which began in December 2025 and has continued through January 2026 to the present day. Despite numerous phone calls, store visits, and conversations with supervisors and online support teams, the issue remains unresolved, and I am now being charged $900.05 for a phone I was repeatedly told I could return as part of an upgrade.

Since January 2026, I have consistently contacted Xfinity Mobile to request the return label needed to send back the device. I never received the label, despite multiple assurances that it would be sent. I visited the store several times, and the representative who originally assisted me, Sharie, eventually told me—after approximately five visits—that she could no longer help me. Her sudden change in position felt concerning, as though something had been mishandled and she no longer wanted to be involved.

On the customer service side, I spoke with Dennis, who attempted to transfer me to a supervisor named Shivam, who was supposed to follow up with me but never did. On April 18, 2026, I spoke with a supervisor named Cristy, who assured me that corporate would contact me by Wednesday, April 22, 2026, with instructions on how to return the phone directly to the warehouse. She also stated that once Xfinity received the device, I would receive the full credit of $900.05, and that a hold would be placed on any service disruption or payment requirements until the matter was resolved before May 18. None of these promises were fulfilled. I received no call, no email, and no instructions.

When I called again on April 24, 2026, I was forced to re‑explain the entire situation despite detailed notes being on my account. After an 87‑minute hold, I was transferred to a supervisor, only to have the call answered and immediately disconnected without any communication. This was extremely frustrating and unacceptable.

At this point, I feel that Xfinity Mobile has been unsupportive, misleading, and dismissive of my repeated attempts to resolve this matter. The lack of follow‑through, the false promises, the dropped calls, and the contradictory information from both store employees and customer support have left me feeling as though the company is attempting to charge me for a phone I have been trying to return for months. I do not want this device, nor do I need it, and I have done everything required on my part from day one. I do not understand why I continue to receive the runaround when the delays and failures have been entirely on Xfinity’s side.