Visitor
•
1 Message
Still waiting for refund after returning iPhone 16 Pro Max 256GB – $1,323.83 charge not refunded
Hi Xfinity team — I’m reaching out publicly because I’ve exhausted every normal support channel and still haven’t received a refund.
Back in August, I purchased a new iPhone 16 Pro Max 256GB through Xfinity Mobile's trade in program, but returned it using the FedEx RMA return label provided by your team. FedEx tracking shows the phone was delivered and received in your warehouse, yet months later I’ve still not been refunded the $1,323.83 that was charged to my account.
I’ve spent 20+ hours on calls and chats over the last three months trying to resolve this, but I keep getting transferred, promised call-backs, or told it’s being handled — with no actual resolution.
At this point, I simply need someone from Executive Customer Relations or the Billing Escalation Team to review this case and issue the refund I’m owed.
I’ve been patient and cooperative throughout this process — please help me close this out.
XfinityAdrienne
Official Employee
•
1.7K Messages
16 hours ago
Good Morning, @user_s0ytuy! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with getting the billing updated with your trade-in, it certainly is not what we want. I would be happy to dive into the details with you, and ensure everything is corrected. Can you please send us a DM to get started?
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are 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
0
0