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Xfinity iPhone return scam and $1400 complete nightmare
There are a lot of posts on this so something very shady is going on at Xfinity...
In November, 2024 I ordered an iPhone 16 Pro Max and was sent an iPhone 16 Pro. I arranged to return the Pro and was told I had to activate it. I told the Xfinity Customer Service rep I just want to return it and don't want to take it out of the box. The CS rep said "I have to activate it in order to return it". So I did, then deactivated it, put it back in the iPhone box and the original shipping box and returned to UPS the next morning. It was out of the box for about one hour and did not leave my office until I returned it. It was in PERFECT condition when returned.
About a week later I got charged $1400 on my card and an email saying it was returned damaged. Huh? So I called Customer Service and was told that this matter would be fixed. Nothing happened and the $1400 still appeared on my card. I called again on Dec 19 and the CS agent said this was definitely a mistake and she "would put her job on the line" if it wasn't corrected. She gave me her name "Yeng", employee ID badge number BP_MPAINE074, and ID #20223692. Nothing happened so I reversed the charges on my credit card.
On Dec 24 I received an email saying "after thorough review, we could not approve your Xfinity Mobile Shipping claim because the documentation provided was not accepted or more than 10 days have passed since the order was delivered. If you believe this decision was made in error, you can contact us to open a new claim and provide any additional information." So I called again and after another hour on the phone the CS rep said they would get it fixed.
On January 1st my phone was cut off. Even though I'm paying for the service and the Pro Max!
FOUR more calls (so four more hours on the phone) I repeatedly was told it would be fixed. At least they restored service ... until it was CUT OFF AGAIN on Feb 1st.
More calls, more time on the phone, more BS of getting told it would get fixed and I JUST GOT CHARGED AGAIN FOR $1400. Screw you Xfinity.
You are a HORRIBLE company and obviously ripping people off.
XfinityMarcus
Official Employee
•
1.2K Messages
10 hours ago
user_zzy6tl thank you for using the Community Forums page to reach out regarding your experience with a recent iPhone 16 purchase. First and foremost, I want to express how appreciative I am for you allowing our team an opportunity to resolve this issue as I know how alarming it would be to be charged that much for a device I never intended on having to begin with. Our Xfinity Mobile service is amazing and the last thing we want is to tarnish your experience with the service as a result of this recent transaction. We will absolutely get this properly addressed together. Firstly, can you please send me a direct message with your full name and complete service address to get started?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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.
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