Phone Return

Please advise how to proceed:

Xfinity/Comcast Phone Issue:

• On Monday, July 14, 2025 I dropped my current phone into the pool. It was a Motorola Stylus 5G – 2024
• Later in the day, I ordered a Galaxy A36-5G on line with Xfinity. The order indicated delivery by Thursday July 17, 2025.
• On Tuesday, I called Xfinity and requested to stop the order as I had purchased an unlocked Galaxy A16 5G from Best Buy.  I was told the request could not be done as I was told the phone was already in process and to wait until I received the phone and request a return.
• I activated my Galaxy A16 using the Sim card from the Motorola Stylus 5G.
• After receiving the Galaxy A36 that I had ordered on line, I got on line with Xfinity Support. After spending more than 2 ½ hours, and chatting with two different people I was told they couldn’t help with the issue (after trying to create a return).  I needed to Activate the phone before the process could continue.  So I did activate the phone using an e-sim.  I also, changed the Galaxy A16 from the sim card to an e-sim activation.
• I then called and had a Xfinity call back and spend another couple of hours trying to get the return request processed. I was told the request had been issued and would receive a return label.
• On Monday, July 21, 2025 I went into my local Xfinity office to see if they could verify the return request as I had not heard anything from the prior conversations with Xfinity support.
• The local representative said the order was not in the system and told me she had requested a return to be initiated. She told me it would take a couple of weeks and upon receipt of the emailed return request to take the phone to the FedX office
• I was traveling out of two for a couple of weeks and I took my Galaxy A36 phone in the box with me as I was expecting to get the email while I was traveling.
• On Saturday, August 2, 2025 I went into a Xfinity office in Estero, Fl where I asked the representative to verify the return request. After a couple of days, the representative got back with me with the following message  ‘Hello, the ticket has gotten a resolution and the agent educated me that how the exchange was set up, it does not look like you are set to return the phone or get credits for this. Since this was done either over the phone or via online you can try to call 1-800-xfinity to try to see if there is anything they can try to rectify this.’