U

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1 Message

Wed, Sep 21, 2022 1:54 AM

Canceling New Xfinity Mobile service and Returning an Xfinity Mobile Device

On August 6, I had just updated my cable and internet plan and was working with a rep to get the service up and working when he mentioned that I should give X-Mobile a try.  Admittedly, I was thinking about switching to Xfinity Mobile, but had been getting frustrated with the problems that I was having just getting my cable and internet working again, but the rep told me that I could try the device and the service for 14 days and return the device if I cancelled within the 14 days for a full refund of any fees.  I agreed to give it a try and my credit card was charged $43.86 to cover the initial setup charges for Xfinity Mobile.

I decided against the Xfinity Mobile device and plan and on August 21 called Xfinity for instructions on how to cancel the plan and return the device.  I received a Fedex label, wrapped the device in the original packing with the new label and took it to the Fedex store the next day.  I received confirmation that the device had been received on August 24 at a facility in Fort Worth TX.  I was expecting that my refund would be processed within the following days.

On September 1, I received an email that my device had not yet been received.  On September 11, I called Xfinity Mobile and asked why my refund had not yet been processed.  The rep that I was speaking with said that although the refund should have been processed by that time, it sometimes took up to two weeks for the refund to be processed.  He suggested that I give it a few more days and call back if I did not see the refund go through.

I received another email on September 13 stating that my device had not been received and I was now “past the return window”. I called AGAIN on September 14.  The rep that I was speaking with on September 14 said that the device had actually been received and that the refund should be forthcoming.  It is now September 20, I am about to be billed for a service that I asked to be cancelled and for a device that I have confirmation was returned on August 24. 

Please take care of this!  I have been a Xfinity customer of your Cable and Internet services.  I am failing to understand why I am about to be billed for this!

Official Employee

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373 Messages

2 d ago

Hello, thank you for taking the time to reach out to us. I apologize as much as I would like to assist you, we do not handle mobile concerns. We have a specialized department that handles our Xfinity Mobile services. Allow me to provide you a direct number to our awesome Xfinity Mobile Team, please call or text 1-888-936-4968 or click on https://comca.st/3LzqYeh to reach a Xfinity Mobile specialist at your earliest convenience for further assistance. I hope you enjoy your XFINITY services and you have a wonderful day! Did you have any other questions or concerns that I can assist you with?

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