1 Message

Thursday, April 27th, 2023 3:01 AM

Phone return scam

​Keeping this short as possible, transfered service from ATT to Xfinity, got two Google pixel phones and owned them for 3 days deciding they weren't for me and went back to using Samsung phones, when going to the store they told me I should send it back myself because there's a high chance they cannot transfer my number over successfully in store (which is crazy as a 8 years phone associate and manager myself in the past for multiple phone companies) and may lose my number, so I returned it myself, using the original box they came in I took the pixel phones out of the case and glass screen protector that was put on moments it first came out of the box and took it off and placed back into the original box while using my new Samsung phones same shipping box and bubble wrap it came with to pack it up and send back. As a few days go by I get an email saying I'm being charged for two phones equaling nearly $1300 because they fall under grade D damage? These phones were brand new, never dropped, never scratched quite literally brand new but being told the warehouse marked them as damaged..the rep told me it's either water damaged, impossible it's a water resistant phone up to a meter, has been jailbroken/hacked...yeah let me hack a new phones for what reason or physical damage, clearly as stated it's brand new!​

​Searching the internet it's clear there is some scam going on why this happening because not just one of the two brand new phones I returned but both are being stated as damaged that now I have to buy them with the money I don't have for this, seems to be an ongoing issue where someone somewhere along the return process is benefiting from this robing loyal customers, myself included being a Comcast customer for over 10 years, clearly no loyalty there.​

​I have a case open, first rep said the money will be froze and not charged to my card until the phone is reevaluated, that did not happen and charged me anyways, second they charged it as a subscription under my credit card to make it hard to fight. ​

​I need my money back, and for the rep who will respond to this don't bother directing me to useless generic responses with contact numbers and emails that's gets me no where. If this is not resolved pending the final day of this case Friday April 28th 2023 I will be taking all my legal actions to pursue this scam along with my photo proof of the item being received undamaged at Walgreens FedEx drop off and at home before shipped off and my recorded phone calls, good luck battling all my evidence. Hope this helps someone else.​

Official Employee


784 Messages

5 months ago

Hello @user_b9c1af, thanks for reaching out to share your experience and express your concerns. We never like hearing about a bad customer experience, and our team will be glad to help however we can. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.


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1 Message

I’m literally being charged for the same reason and was never given instructions for the return of old phone and repeatedly asked to speak with someone and never given an answer only the run around and I went to my local store where I was made fun of for buying a phone through Xfinity since they have people in the Philippines doing the orders. It was racist and I called to report it but no one cared 

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