Urgent: Request to Honor 14-Day Return Period – Ticket ECM0029906104

Dear Xfinity Customer Care Team,

I am writing to formally document an issue regarding the return of a recently upgraded mobile device and to request your urgent assistance in resolving it.

I recently upgraded my phone through Xfinity. My previous device was a Samsung Galaxy S25 Edge, which I traded in for a new Galaxy Fold 8 Ultra. I received the new phone on August 6, 2026.

At the time of the upgrade, the Xfinity Store executive clearly told me multiple times that if I did not like the new phone, I could return it within the 14-day return period. Based on this information, I understood that I had the option to return the device within 14 days if I decided it was not suitable for me.

Today, August 15, 2026, which is still within the 14-day period, I visited the Xfinity Store to return the phone. However, I was then informed that because this was an early upgrade, I am apparently not eligible to return the device. This restriction was never communicated to me by the store representative at the time of purchase, nor was it clearly brought to my attention in the order/purchase documentation.

Since the store was unable to process the return, I contacted Xfinity Customer Care. The representative also could not resolve the issue and therefore created a high-priority ticket: ECM0029906104. I was informed that the technical team is expected to respond within 2–3 business days.

I am very concerned about this situation because the delay is occurring due to an internal policy clarification issue and Xfinity's support process—not because of any delay or inaction on my part. I am actively trying to return the phone within the original 14-day period, but I am currently unable to do so because I was given conflicting information and the store/customer care team is unable to process the return.

I would therefore like to formally request that Xfinity document that I initiated the return process on August 15, 2026, within the applicable 14-day period, and that I not be held responsible if the 14-day window expires while ticket ECM0029906104 is being investigated or resolved. I should not be required to keep the device or lose my return eligibility due to an internal Xfinity delay.

I respectfully request that this ticket be escalated and resolved as quickly as possible so that I can complete the return of the new phone.

As a long-standing Xfinity customer, I am disappointed with how this situation has been handled. I understand that policies can be complex, but customers should be provided accurate and consistent information at the time of purchase. I hope Xfinity will take this situation into consideration and ensure that I am not disadvantaged because of conflicting information provided by its representatives.

Please confirm in writing that my request to return the device was documented today, August 15, 2026, and that my return eligibility will be protected while ticket ECM0029906104 is pending.

Thank you for your prompt attention and assistance. I look forward to your resolution.