2 Messages
Xfinity mobile return
It's a long story. I early upgraded a line on xfinity mobile. I traded in a iphone 15 pro at my local store and got a galaxy z flip 6. I was unhappy with the phone so I tried to trade it in during the 14 day return window. The xfinity store told me that my iphone hadn't been received at the warehouse yet so they couldn't process the return. I waited a few days and called customer service. The representative told me that it hadn't been received but she could process the exchange anyway. I selected a galaxy s24 ultra and she mailed it to me and told me to return the galaxy z flip 6 to my local store. I tried twice to return it and the store would not accept it because my iphone 15 pro still hadn't been accepted at the warehouse. They daid it was fine though because a supervisorcould override the 14 day policy. I called customer service last night to try to return the galaxy flip 6 and they told me I couldn't return it because I was outside the 14 day policy. I just want to return the flip 6. No one is using it and I feel like someone at xfinity gave me incorrect information or didn't follow procedure on their end. I was a comcast employee for 13 years and I understand things happen.
XfinityAirelle
Official Employee
•
2.3K Messages
2 months ago
2
user_z8z3yx
1 Message
2 months ago
In disputing an item on my billing statement I was made aware of a promotional offer which involved higher internet speed, a free phone, and a free smart watch. A lot of detailed verbal information was not given except for a document forwarded to me that contained pages of legalese. I was verbally assured my coverage would only be improved for the same cost or less than what I was paying. I accepted the offer and later found out the free phone I received was not compatible with the free watch they sent so I returned the phone to the Xfinity store. Upon receiving my first bill I found a charge for a line on the allegedly free watch. I called and was told since the phone was free the charge would be removed, and it was. On the next billing I noticed there now appeared a charge for the phone itself not a line. When I called I was told I HAD to pay for the watch since I cancelled the promotion. I then replied that I desired to return the watch as I never wanted it in the first place if it required conditions. I was told the return period was 30 days and I exceeded that so I could not return it and had to pay for the smart watch regardless. Now mind you it took 2 months to get to this point during which I was of the opinion the matter was resolved. How could I have submitted the watch for return if I wasn't aware a dispute existed. Not only that but anyone communicating with Xfinity knows how difficult and time consuming it may be. Now, I was told I could not reactivate the line and avoid the cost of the watch because the promotion had expired. So now I'm being required to pay for an inactive watch. We have been using Xfinity internet, television and phone service for over twenty years and that may, reluctantly, be ended if this cannot be resolved some way in my favor.
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