Trying to return a phone and get refund

Hello @myrong1, we appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform.

Have you tried calling or texting 888-936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

I've called that number and done the chat thing, and have been given other unpublished numbers to call as well.   I would say right now that 80% of the people I talked to have given me either outright wrong information or information that just contradicted what somebody else said.  Obviously your poor CS people are on a quota system that must be pretty oppressive for them to go to these lengths just to finish a call.

@myrong1 did you have success using the mailing address in Ft Worth? I just had the same issue requesting an "Unsolicited Return Label" at FedEx and he looked at me like I was crazy. 

I'm also having the same issue. Being sent on a wild goose chase just to end up at the same conclusion. Did you ever get the phone returned back to them? They're trying to have me to this right now. 

I'm having the same issue as everyone else here. They lied about the phone. I was told it would be no extra cost and it would lower my wifi bill. However, the next month I was charged over $100. I've been trying to return the phone since February and I just keep getting passed around from department to department. I was told on multiple occasions that a return label would be sent to my email and I never received it. I have called multiple days a week and am always passed around and told the same information. Now, today I got ahold of someone in the xfinity mobile customer service department who used to work in the return department and she actually argued with the current return department and told them they needed to create the return label, they kept telling her they weren't able to, but she argued and said she knew they were able to because she used to work in that department, they cut off her phone line and only allowed me to talk to them. They refused to give me a return label and instead told me to do an 'Unsolicited return" at Fedex even though I read them this thread and told them about the issues. They want me to pay for the return after already being charged for the phone AGAIN. This is quite literally the worst experience I've ever had. I've canceled my internet services with them as well and will not ever do business with xfinity again. For anyone else reading this, do not fall for their tricks. Do not accept a phone for a 'lower wifi cost'. They will in fact charge you for the phone and will try to claim otherwise. Good luck to anyone who has the unfortunate opportunity to work with these people. 

I am experiencing the same exact nighmare with an Apple watch that was sold to me online as part of a promotion. Fed Ex and USPS and Xfinity store....all the workers gave me the same WTF look when I mentioned "unsolicited return".

Almost 3 weeks later and nothing but lies and deception. The watch they sent me had the wrong phone number assigned, when I tried to get it corrected they deactivated the watch and said it is unreturnable because the 14 day window as this past Wednesday. 

I have the same issue on behalf of my 88-year-old father who has dementia. My dad called Xfinity with an issue on his cable service and while he was on the phone, the sales representative asked him if he wanted a free phone. He is 88 years old with dementia and he said yes, not realizing he was signing up for an account phone service, he already has a phone that is fully paid for with another carrier. I have tried to address the issue on his behalf with no luck and no help from Xfinity whatsoever. I even went to the local store to try to return the phone and close the account and they refused , the customer service is Awful and they prayed upon a vulnerable, senior citizen with dementia. I will report them to the FCC

I have still not been able to return the phone and have tried all the method suggested.

Wow, I’m so surprised to see this as the first message. I was also told to go to FedEx after an attempt to go to the store, two calls to customer service and online chat. Then I called again and they keep saying that a label will be sent to me. 

I have been going through the same exact issue for a year!!!!! They keep telling me that they sent me a return label via email, but have not! They had me take it to the store 2 times, only to be embarrassed by it being past the return date! I literally call customer service and cry. This phone is brand new, never activated and they have promised me a refund at least 12 times! Now, they are saying this exact issue, of sending the phone to Fort Worth Texas, and that I have to pay the shipping back to them! Once they receive that, they will process me a refund!!! Ok, so...they have lied to me at least 12 times, remember? So how can I trust sending it back? What if I send it back and , and they lie about receiving it, and then I'm still paying for a phone that is no longer in my possession??? What kind of customer service is this? At this point I am unsure if I should seek legal counsel, or take my chances sending it back. It seems like no matter how much, time, effort or money I spend, they cannot resolve this issue! This disgusts me to the point I may have to go somewhere else for my Internet needs. 

Same here trying to return the phone which comes with lots of lies and fraud. 

Want to return the phone but different CS agent gave different addresses? 

Phone came without return address and label. was told I have 30 days to activate or return - both lies now Xfinity won't gave correct address for customers. 

What is wrong with Xfinity?? Comcast/Xfinity is one of suppose to be good with clients but now looks like they are making money from fraudulent transactions with customers - who trust them. Why Xfinity is not providing correct address for mobile phone returns?? and they sponsor OLYMPICS ...  :/) 

Same here I spent hours on the phone was promised that a shipping label would be sent to my email. So many lies so much wasted time being put on hold 7 time's and being told no worries you will receive the email and just go to FedEx. [Edited: Solicitation]

I experienced the same thing have been dealing with this since January of 2023! Do not send that phone in to Fort Worth, Tx. They'll claim they never received it, they won't cancel the account and you'll be two years into payments like myself and unable to recoup your money. This is criminal and predatory.