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user_71x436
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2 Messages

Thursday, August 14th, 2025

Need to return Smart watch, Promo representative said was false. Im being charged monthly

Hello over there,

Im reading through the forum and saw that, this is becoming a scam and it needs to end.

One of Xfinity agents told me the smart watches where free and I only needed to pay shipping fee. Now after 3 months my bill has gone higher with a compulsory service fee and smart watch payments.

At this point, I want to return the smart watches as Im yet to open it and was told Im stuck with it. I can't afford to continue making the payments. The point of the promo was for my bill to go down, but now its unaffordable.

I needs help with initiating returns of  smart watches or should I just drop them at an Xfinity store?

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Updated 

11 days ago

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user_xidpwt

Visitor

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3 Messages

12 days ago

Good luck. Xfinity withdraws payments without authorization as part of the way they do business! I have been taken for many hundreds of dollars that I did not want to pay. They even have the autopay option locked. [Edited: "Inflammatory"]

(edited)

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XfinityJustinM

Official Employee

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250 Messages

12 days ago

Hi @user_71x436 , thank you sharing your issue with us here. While we do have promotions that offer a free smartwatch device, it is very rare that the watch line itself is free. Your situation sounds to be a little more complex, and I'd like to take a closer look to make sure we take the proper steps forward. If you could please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "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. 

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user_xidpwt

Visitor

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3 Messages

More Xfinity hedging and corporate-speak. Sick of it. 

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12 days ago

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user_71x436

Visitor

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2 Messages

@XfinityJustinM​ 

Have spokem to a rep about 2 dsys agi and they said they cant accept the watches back. At this momemnt Icsn only say and let the world know this was a scam . The repeaemtative had said the watch will not cost any amount except the taxes. But now Im havingbto pay more than my last bill more than amount. 

I need to return the watches or cancel the extra charges of watch. I can't afford this. 

Lastly how do I send the message directly. Cant seem to find it

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11 days ago

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XfinityOrlandoM

Official Employee

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2.4K Messages

@user_71x436

We'll have to fill out a ticket for one of our corporate mobile escalation agents to look into this as you only have a certain amount of days of when you can return the mobile devices.

 

 Now let's take a deeper look into your account and see how we can get this resolved for you,  to get started just send me a direct message including your first and last name and your complete service address

 

 

 

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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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11 days ago

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user_xidpwt

Visitor

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3 Messages

It’s always on the customer to “fill out a ticket,” or some other convoluted action. Xfinity is always dodging, and putting things back on the customer. It’s irresponsible behavior and very difficult to navigate. Imagine the people who may be disabled in some way, people with a diminished capacity to navigate the corporate [Edited: Language] that Xfinity throws at them. The mindset is not customer-focused. 

(edited)

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11 days ago

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