Urgent: Unresolved Issue with Xfinity Mobile and Google Pixel 8 Return

I am writing to share my extremely frustrating experience with Xfinity Mobile in the hopes of finding a resolution and raising awareness about their poor handling of my case.

Two months ago, I purchased a Google Pixel 8 from Xfinity Mobile. Almost immediately, the phone started overheating to the point of burning my hand. Recognizing the issue within my 14-day trial period, I attempted to return the device. Despite my best efforts and numerous interactions with customer service, the process has been a nightmare.

Here is a summary of my experience:

1. Initial Return Attempts: I engaged with around 20 customer service agents over five days. While all agents were polite, none could successfully process my return.
2. In-Store Return: I returned the phone to the Xfinity store where I purchased it and reverted to using my old Pixel 7 Pro, which was fully paid off. The store employee even vouched for me and provided a FedEx tracking number showing the phone was returned to the warehouse over two months ago.
3. Ongoing Charges: Despite returning the phone, I continue to be charged for it. Over the past two months, I have spent around 30 hours trying to resolve this issue through chats and in-store visits.
4. Supervisor Involvement: Multiple supervisors acknowledged my efforts and the provided tracking information but were unable to resolve the issue due to system discrepancies. Some systems show the tracking number, while others do not.
5. Accusations and Miscommunication: I was recently told that records show I am currently using the Pixel 8, which is impossible as I returned it within five days. I am still using my Pixel 7 Pro.
6. Fraud Concerns: One supervisor suggested that I report this as fraud due to potential irregularities on Xfinity's end. However, I was informed that Xfinity does not have a direct fraud department number to provide customers.
7. Lack of Follow-Up: Despite assurances that my case would be escalated and that I would receive a follow-up call, I have not been contacted as promised.

I am beyond frustrated and on the verge of a nervous breakdown. Xfinity Mobile needs to acknowledge their internal issues and take immediate action to resolve my case. Here are my requests:

• Immediate cessation of charges for the returned Google Pixel 8.
• A thorough investigation by Xfinity's fraud and IT departments to locate the returned phone.
• Proper communication and coordination among departments to ensure accurate record-keeping.

I urge Xfinity Mobile to take responsibility for this situation and provide the resolution that their loyal customers deserve.

If anyone from the community has experienced similar issues or can provide assistance, please contact me.

Thank you for your attention to this matter.