Xfinity Support

 I am writing to get help with formally dispute charges totaling $2722.22 related to the purchase of two (2) mobile handsets. These devices were returned in-person to the Xfinity Store located at your Avon location (Colorado) on December 30, 2025, which was Day 7 of the 14-day Worry-Free Guarantee return period.  The devices were returned because they were locked to the Xfinity network and could not support my requirements. At the time of return, the store associate, Mr. [Edited: "Personal Information"], accepted the physical devices but stated the system could not process the refund because the lines had already been transitioned back to my previous devices. The physical handsets remain in the possession of the store. Despite multiple follow-ups with the store manager, the return has not been reflected on my account, and no refund has been issued.  Because Xfinity has failed to process this valid return within a reasonable timeframe, I initiated a dispute through my credit card provider. I am now receiving notices of potential service disruption due to this pending dispute. I am requesting help getting the following accomplished:

• Immediate Credit: Manually process the return of the two handsets and credit my account for the full purchase price plus any associated taxes/fees.

• Service Protection: Place a "Payment Stay" or "Billing Hold" on my account to prevent any service interruption while this equipment error is being rectified.

• Waiver of Fees: Ensure no late fees or restoration fees are applied to my account resulting from this system error.

I have retained proof of the return date and am prepared to provide the names of the store personnel who currently have physical possession of the devices.  I am hoping someone can process this return for me and get this solved.  This has been going on for weeks.  My account number is [Edited: "Personal Information"].  I can provide whatever information you need.