4 Messages

Thursday, May 29th, 2025

Xfinity Mobile Return

I went through the same thing with NOW mobile phone. My contract was ending so I was looking at getting another package with Xfinity. I was talking through chat of course. (They make it hard on all of their customers to speak with someone over the phone) I agreed on a package for $165 mo that included TV, Internet, and NOW mobile phone, which i did not need. Was just getting because it made the package quite a bit cheaper. So, I agreed. I got conformation about the phone order but seen nothing, about the new 1-year contract plan I was supposed to go into. I got on the Chat yet again, to and come to find out, Bob from the Philippines did not sign me up for a plan. He just ordered me the phone, and no plan change had been done. Now, they are saying the $165 plan cant be found and try to sale me on another plan. I said no I already paid for the phone. So here is the fun part. I was trying to cancel the phone order about 3 hours before ordering, but the phone was already in transit and shipped. So now I am being told to return the non-activated phone within in 14 days for a refund and i got the phone in the mail overnight. I messaged CS to get a return label, so my surprise no one knew how to process a refund because NOW MOBILE DOES NOT HAVE A DEDECATED DEPARTMENT TO RETURN TO. THEY CAN SHIP IT BUT ARE NOT ABLE TO RECIEVE ANYTHING IN FOR THE RETURN??? REALLY?? So CS told me to take it to an XFINITY store in Oak Ridge, TN which was almost an hour away from where I live. So got there and the rep said they could not take the phone back either, because there is not a return department for Now Mobile. I guess I needed to add throughout this process I had also spoke with the Xfinity mobile department many times (again saying they could not do anything, because there was no dedicated dept to send phone back. Xfinity mobile created me a return and I shipped it and was received on Oct 8th, 2024, I wash chI was sent to Gabreilla in the resolutions department, and I was told that I could not get a refund. I asked why? she said, because we don't give refunds on this particular item. I said it does have a 14 day return window? She said I know we just cant refund anything. So my refund was refused? Wrap your head around that one. Who has a return policy states if returned un activated within 14 days for a refund. This was back in Nov-Dec 2024 and still cant get any help. 

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Official Employee

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1.9K Messages

2 months ago

Hey there, @user_h48pz2! Thank you for taking the time to visit our Xfinity Community Forum and for leaving your comment on this user's post. You've come to the right place for help! Our Digital Care Team is great to work with because we have ways of escalating certain concerns when necessary, helping resolve all issues as quickly as possible. We've converted your comment into its own post in order to ensure swift and proper handling of your particular account and needs. Could you please just send our team a direct message to continue? We'd love to take a closer look at things.

 

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Visitor

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1 Message

21 days ago

I dealt with a similar issue. I was convinced by a filipino man to sign on with Xfinity mobile with the promise I could save money on my current Xfinity internet bill by bundling and I could even use my own iPhone (he checked my IMEI number). Then after I signed up and ported my phone number over to Xfinity they said my phone was no longer compatible with their service and that they would send me a new pink iPhone 13 for free to make up for the mistake. Instead, I received a midnight blue iPhone 13. Figuring this was just a mistake with my order I tried to exchange it at the store. The store associate let me know that Xfinity didn’t carry pink. When I called customer service they let me know that I could not return it because they don’t have a return location and that I would actually have to pay for the blue one through monthly installments. There was nothing I could do. Fast forward through a year of terrible service and hours upon countless hours of fighting with Xfinity agents from around the globe about overcharges, double auto withdrawals, and other billing issues, service issues, equipment issues, and so much more, I finally tried to cancel my service and switch providers. Now I find out the phone I never wanted is locked and Xfinity demands I pay off the remaining balance or they won’t unlock the phone for me to use elsewhere nor will they let me return the [Edited: "Language"] thing! I didn’t even find out that the phone was locked until I tried to download my new carriers eSIM and my phone rejected it. The phone currently doesn’t work; no phone calls, texts, etc and my only way of communicating with them is through hours of robochat promising to transfer me to a supervisor only to have my chat “disconnected”.  This cannot be legal. 

(edited)

Official Employee

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2.3K Messages

 

user_824v41 Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear of the experience you are having. We'll do our best to help. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

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Visitor

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9 Messages

7 days ago

Did you get this resolved? I have a similar issue 

4 Messages

They reached out once after posted but, I haven’t heard from NOW/Xfinity since. That was a couple of months ago. All I can say is avoid Now Mobile at all cost. They do illegal practices. If you return something from NOW Mobile/Xfinity you don’t get a refund. They will tell you they can’t process a refund, because they don’t have a dedicated dept. even though the return policy is you can return with 2 weeks. I know this is not legal, but it too much work to fight them about it. It’s like returning a tv Walmart and they can’t except the return because they don’t have the means to take it back and give you a refund. 

(edited)

Official Employee

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2.1K Messages

@user_h48pz2 I'm sorry to hear you haven't heard back from our NOW support team. I would be more than happy to help look into your refund. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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