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Monday, September 30th, 2024 12:55 PM

Misleading and Fraudulent Service – Unresolved Issue with Return Label and Promotional Phone

I am posting here after a month of frustration with Xfinity Mobile support, and I believe it’s important to share my experience for other customers to be aware.

I purchased a phone from Xfinity Mobile based on a recommendation from one of their agents, who assured me it was part of a promotion that would make the phone free. However, once I activated the phone, I was charged the full price. Despite raising this issue, I’ve been stuck in a never-ending cycle of chats and calls, with no resolution to this day.

Here’s a timeline of the issue:

  1. Phone Purchase: Suggested by an Xfinity agent as part of a promotion, supposedly free but charged at full price once activated.
  2. Return Label Saga: I initiated a return, but I’ve been waiting for over a month to receive the return label. Every time I contact Xfinity support, I’m given generic apologies and told that the issue is being escalated, but nothing happens.
  3. Contradictory Information: I've been told that the return label has been created, yet I haven’t received it in my email. I’ve also been misled multiple times with contradictory statements, like being told I don’t need a return label and should go to a store—yet the store wouldn’t accept the return and referred me back to customer support.
  4. Hours of Wasted Time: I have spent hours across multiple chats and phone calls, but no one has been able to give me a concrete answer or solution. I have been passed between teams, given the runaround, and frankly, it feels like they are hoping I will simply give up.

This level of service is completely unacceptable. Not only was I misled by an agent about the phone promotion, but the ongoing delays in resolving the return have been exhausting. Xfinity Mobile’s behavior in this situation feels fraudulent, and I’m now stuck paying for a phone that I was told would be free.

Xfinity, this needs to be addressed now. I want a clear resolution, not more empty apologies. I will also be sharing this experience with others to ensure no one else has to go through what I have.

Has anyone else experienced something similar? Any advice on how to escalate this further?

4 Messages

9 days ago

One of the most frustrating parts of this entire process has been the constant termination of chat sessions before reaching a resolution. Each time I start a dialogue, the chat is either cut off prematurely, or I’m handed off to another agent—sometimes up to 5 different agents in a single session! None of them are able to solve the issue, and I have to explain everything from scratch each time.

9 Messages

7 days ago

I am having a very similar issue. Xfinity Mobile is a complete scam. They have stolen hundreds of dollars from when after telling me that the phone and plan would be free cause i'm a internet customer. Internet customer support says yes but mobile support cant or wont fix it. 

4 Messages

I think it is important to warn people and spreading through word of mouth. At the same is't truly said seeing a big company behaving like gang of pitiful scammers. America, where are you heading? 

Official Employee

 • 

1K Messages

 

user_tw48xm Hello there. Our sincere apologies that you feel mislead and have not be able to return the phone. We can absolutely take a closer look at this and get a resolution for you. 
 
Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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 which 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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 Message

5 days ago

I’m experiencing a similar issue with the trade in of my phone , part of ax xfinity rewards promotional program to upgrade to iPhone 16.  I have had 5 to six contacts and as many or more hours on the phone.  Each time I call I am passed off, forced to repeat information, nothing is resolved. Yesterday they insisted they emailed the mailing label several times, none received. They have no problem getting an email each month when the bill is due however.  It’s now 2 weeks and I have not received the mailing label and information to send the phone to them. Additionally they have not processed the Apple Care either.  Clearly this misleading  behavior is part of their overall  business strategy and we are not alone as consumers.  Sadly it will take a class action lawsuit to force a shift in their behavior, who’s in?  

4 Messages

yes fully misleading, and what I was told to be a return label that just needs to be sent and printed out at any store - turned out to bu JUST and order whis is another name for a TICKET  - all this was confirmed when I made to the store again. And they called the Support who just gave up almost immediately (as they don't spend time to [Edited: Language] their own staff), and also shared the picture from thei computor.

(edited)

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