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drfaraz
1st Topic

2 Messages

Saturday, August 31st, 2024 12:47 AM

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xfinity mobile device return

Hi, I moved to new address so I changed my internet plan and got 300mbps with a free mobile line for 1 year. With that mobile line, I ordered a replacement device on August 7,2024 but on August 10,2024 I got a rejection letter from xfinity that my credit score is less so I am not eligible for the mobile device from xfinity on installments. Also, the tax amount deducted was also refunded to me.  Then on august 17, 2024 they suddenly deducted tax again from my card and sent me the device without my consent. I tried to contact xfinity on multiple forums but they said since device is not activated so we need to create a return label from technical department (not sure about department name) and I will receive the return label in 24-48hrs. I contacted them multiple times but now they are saying that my mobile device is not showing anywhere that I received. I also cancelled the mobile line and ported to other network. I am not sure now what to do and how to return the device. The device is still unopened and packed as received. Thanks.

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3 months ago

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XfinityTony

Official Employee

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1.1K Messages

3 months ago

@drfaraz Thank you for bringing your concern to us. Have you tried taking the device to a local store? Also, did you request the refund within 14 days? Generally, we cannot process a standard return outside the 14-day return policy and special criteria would need to be met.

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drfaraz

2 Messages

@XfinityTony​ Yes I went there and they said since I purchased online so i can only return online. Also, I started to call xfinity for return from the next day of receiving the device.

3 months ago

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XfinityThomasC

Official Employee

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2K Messages

@drfaraz 

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 months ago

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XfinityShawn

Official Employee

 • 

1.1K Messages

3 months ago

@drfaraz My team is happy to have helped you get this issue resolved. We are always here for you if you should need us in the future. Take care, and have a good night. 

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