2 Messages
Xfinity Mobile Retrun Nightmare
This is one of the wrost experience i had being a customer with xfinity /comcast 15 years what a pain the customer has to go through .
Situation: I have ordeered new Iphone 15 plus for my mom with a new line to my existing account - I need to retrun the phone in a day as i forgot xfinity locked the phone - i reached customer service to unblock to use international e-sim which customer service denied to un-lock . So I returned the phone new phone as -is in with in day o the same box in fedex provided by customer rep. I have traded in a phone for this which they accepted , but the iphone 15 plus xfinity simply charged my account full price stating functional damage other than that i have no info. I have call 5 rep on phone stayed for more than hour on the call to figure out what is the damage ? I still dont know the situation , i am up for the fight with Xfinity .
You got to let customer know what is going on with the above scenario what happens to my traded phone , we never used the phone at first place , do i get the phone back ? is it under apple warranty . It's complete dark for me .
It's kind of humiliating as a customer to go through this mess - i will say good bye once for all to Xfinity if this is not sorted.
thehyphyfj
6 Messages
11 months ago
I am having the same issue with them labelling my brand-new return as having functional damage. The even weirder part is others and I have commented on similar issues on other posts here at Xfinity, but now I can't find any of those comments - as if they disappeared. Good luck, they have yet to find a solution for me or even return the phone as they said they are supposed to.
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user_g3ql1s
6 Messages
11 months ago
Same I couldn’t find my earlier response either. I think they deleted those comments. It is so disgusting that they are committing such return phone fraud and trying to cover it.
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user_po4rx1
7 Messages
11 months ago
Have you solved the issue? I am facing exactly the same issue. I got $785 charged after returning the iPhone 15. I am their customer for a long time. This is frustrating
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XfinityJorge
Official Employee
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1.5K Messages
11 months ago
Hey there @user_kdd1oh thanks for using our Forums to contact our Xfinity Support Team. We are here happy to see how we can help you and make sure you get the assistance you need with your mobile concerns. I know you mentioned you called our team before but have you tried using the other methods below to contact our Mobile team? Over this platform, our team is limited to the assistance we can provide, so we suggest you contact them.
• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile
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user_5d9igr
3 Messages
11 months ago
In the same boat, returned iphone 15 pro, still sealed and not activated. After delivered to warehouse, it was pending for 3 weeks, then told me it's "functional damage" and will charge full price. Just filled the complaint to BBB
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user_up9xzh
17 Messages
11 months ago
Hey guys,
I had the same problem, however, after I made hundred of calls and there was one agent told me that my phone was actually received in in GOOD Condition instead "Functional damaged" as they stated and charged me for the full amount.
I feel like there is something going on with the system and automatically place every return device to Damage.
i file complaint with FCC and they reached out to Xfinity and yesterday morning, one of Xfinity agent contacted me to issue the refund.
keep contact with them,[Edited: "Solicitation"], they will work on that problem for sure
(edited)
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user_kdd1oh
2 Messages
11 months ago
update on the situation;
I have logged complaint to FCC and shared all the data - i received call from Xfinity stating about my complaint to FCC - there was an error on their part it seems - they did see in the system the phone indeed received in good condition , but somehow the engineer was graded D it seems. Xfinity closed everything on their end stating it was on them . Case closed. My advise to other community members is to try FCC complaint if you have all the data and proof . I thank you other community members for sharing their experience. Lessons learn from this experience - it's worth visit nearest xfinity store for device return's and trade-off this online thing is indeed causing headaches.
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