Formal Complaint Regarding Incorrect Billing/Return of Phones

[Edited: "Solicitation"]

In May 2024, an Xfinity representative incorrectly processed a device upgrade as "new lines" rather than a standard upgrade. Consequently, I was sent two Samsung S24 devices (one Violet, one Yellow). Upon attempting activation, I was informed the numbers could not be transferred and was instructed to return the hardware.

Both devices were returned in June 2024 using Xfinity-provided labels. Despite these returns, I have been billed continuously for these devices. Totaling the equipment costs and associated fees, Xfinity currently owes me a refund of $1,500.00.

Prior Attempts to Resolve:

I have contacted Xfinity Mobile monthly since 2024. Most notably:

• On 11/13/2025: I spoke with a representative named John. He explicitly confirmed that Xfinity has confirmed the phones are in the warehouse. He stated I would receive a full $1,500 refund by November 28th and a credit for my December 2025 bill. This did not occur.
• On 12/30/2025: I spoke with "Pretty" regarding ECM Ticket #[Edited: "Personal Information"]. I was promised a resolution and a follow-up call within 7–10 days. Again, no follow-up occurred, and no credits were issued.

Desired Settlement:

I am a loyal customer, but I cannot continue to pay for hardware that Xfinity has acknowledged is back in its possession. To resolve this matter, I require:

A total refund/credit of $1,500.00 to my account to cover the returned Samsung S24 devices.

Account Correction: Ensure all "New Line" equipment charges related to this error are removed so no future billing occurs.

Written Confirmation: A formal letter or email confirming this matter is closed and my balance is corrected.