No refund have been told lies!!!

Hello,

My name is [Edited: "Personal Information"], and I am contacting you regarding an unresolved refund and return dispute with Xfinity that has caused major financial hardship due to repeated misinformation and unfulfilled guarantees from your staff and supervisors.

Timeline of Events:

• In July 2025, I switched from Cricket Wireless to Xfinity Mobile and initiated a trade-in of my iPhone 14 Pro Max toward a new iPhone 16 Pro Max.
• During enrollment, I clearly stated to customer support that the back glass of the 14 Pro Max was cracked. I was told (verbatim): “As long as the front screen is not cracked, it’s okay.”
• This statement turned out to be false, as the phone was later returned to me labeled “damaged beyond refund eligibility.”

Return & Refund Dispute:

• After receiving the 16 Pro Max and being denied the trade-in credit, I requested to return the 16 Pro Max because paying full price ($1,056+ taxes) made no sense based on the promised deal.
• A supervisor instructed me to wait two billing cycles, assuring me I would receive a discounted deal afterward.
• What was not disclosed was that: any device held longer than 30 days becomes ineligible for return, making the supervisor’s instruction misleading and invalid.

Shipping & Label Issues:

• After a prolonged dispute, I finally received a return shipping label for the 16 Pro Max.
• Upon arrival, I was told the device was classified as Grade Z, making it ineligible for refund — another statement later contradicted by your own employees.
• When the device was being sent back to me, I requested a tracking number, but the shipment was intercepted and ultimately returned to Xfinity without explanation.

Confirmed Receipt & Refund Promise:

• I called again and was told:
  ✅ Xfinity had received the phone back
  ✅ The device was in good condition
  ✅ I would receive a full refund including taxes
• This was personally guaranteed by an employee on November 24, 2025 at 7:57 AM.

Failed Refund Attempts:

• I waited all day on November 24 — no refund received.
• I called again an hour later — the new representative said they “didn’t know why the previous rep said that.”
• I was then promised:
• • A refund was “pending”
  • A ticket would be created to expedite
  • I would receive funds by November 28, 2025
• November 28 arrived — no refund.
• I was then told I would receive funds by November 30 (or 28 to 30 window) — still no refund received.

Reference & Ticket Numbers Provided to Me:

• [Edited: "Personal Information"]

I now have:

❗ No refund

❗ No device

❗ No trade-in credit

❗ No financial support

❗ Repeated broken promises from both employees and supervisors that directly conflicted

Impact on Me:

I have been left with zero funds, no refund, and no resolution, after multiple direct guarantees from your company. This is not a misunderstanding — it is a documented pattern of misleading return guidance, failed commitments, and false refund guarantees.

What I Am Requesting Now:

1. Immediate release of my full refund including taxes
2. Written confirmation of payment status and deposit date
3. Supervisor-level accountability and case ownership
4. No more estimated windows or guesses — an actual verified payment

If this cannot be resolved immediately, I will be forced to seek legal action due to the financial harm caused. However, I am still giving your company the opportunity to correct this before attorneys or courts are involved.

I am asking for direct intervention and confirmed resolution. This case has gone on long enough.

Please escalate and resolve urgently.

Thank you,

[Edited: "Personal Information"]

Account Holder