New Poster
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3 Messages
No refund for returned phones; still charging for service
We purchased 2 new mobile phones and service in late Feb. 2023. However the agent assigned them to our secondary account which had them mailed to a vacation home that was under 5 feet of snow (after I had asked the agent to ensure they were going to our primary residence). I tried to call to either cancel the order or to change the shipping address, which I was told I could not do. But I was assured that after 3 delivery attempts FedEx would ship them back and the order was cancelled.
In early March FedEx shipped the phones back and I received an email from xFinity stating the order would be canceled, however this is when the nightmare began... I tried calling or chatting over 10 times with support agents to get a refund for our $141 in taxes for the phones, at first they couldn't do anything because the phones hadn't yet made it back to the warehouse and past their 'grading' stage. This took about 2-3 months (who knows why it takes so long). In the meantime I started getting bills for a service we didn't have (since the phones had been sent back). In April 25th I received a $220 bill, again in May 25th I received a $114 bill; according to their agents the account had been canceled on Apr 23rd. Each time I spoke or chatted to a support agent (which typically lasted about an hour), I was told the same thing, yes I shouldn't get billed, no I won't get billed again, and I should receive a refund within a few days. Never has any refund materialized for any of the charges.
At this point I'm lost at what to do. I'm disputing the charges with my credit card company and am filing a complaint with the California Public Utilities Commission (CPUC). I don't know of an email that I can send a formal letter of complaint to xFinity. As well none of the pages on their mobile app or web page load for the account or billing settings for the mobile account so I have no way to see what is going on there...
CCShaina
Problem Solver
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393 Messages
1 year ago
@garthg Thank you for bringing this ongoing issue regarding your Xfinity Mobile billing and devices to our attention here at the Xfinity Community Forums.
Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account-specific requests or support over this platform. However, I do see you have attempted to speak with our XM specialists both over the phone and via chat multiple times over the course of this matter, so we'd like to make sure we get you directly in touch with a member of the Xfinity Mobile team going forward.
Could you please send our team a direct message with your full name and full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
See https://comca.st/3KQF8q9 for an example.
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