U

Visitor

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1 Message

Tue, Feb 1, 2022 2:50 PM

STILL NO RETURN LABEL

I became an Xfinity Mobile customer right around the New Year holiday this year. I originally ordered the iPhone 13 Pro Max, but after I received it, I realized it was too big for me. I then contacted Xfinity Mobile and got it exchanged for the iPhone 13 Pro smaller sized phone. I love it. Xfinity Mobile has emailed me multiple links to get my FedEx return label, BUT THEY DO NOT WORK. I've been trying to send back the 13 Pro Max for weeks and weeks, and now I am out of the 20 days to mail it back, and Xfinity Mobile is trying to charge me $1100+ for the phone. I have not been able get anyone to send me a working link to get the FedEx return label, but I am not going to pay $1100+ when I have not gotten anywhere with Xfinity Mobile to make the return happen! So dissatisfied.

CCEmilyC

Official Employee

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28 Messages

5分前

Good morning! I'm sorry to hear about the issues returning the phone. We can open up a ticket with our Xfinity Mobile team to investigate. Please send us a private chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

Visitor

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3 Messages

5分前

I'm having the same problem!!! Trying to return a phone ,the email they send will not allow me to get a return label! I have spent hours on the phone with Xfinity to try and get this resolved

Visitor

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3 Messages

5分前

I'm going through this now!!!😡😡did you ever get your return label?

Official Employee

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233 Messages

Please accept my most sincere apology for the experience that you have encountered. We'd love to help, but we don't have access to XFINITY Mobile accounts via the Xfinity Support Forums, I do apologize.

We would suggest contacting our Mobile experts via one of the following methods:

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: https://comca.st/3uHe3kd

Our XFINITY Mobile partners are available daily from 7 am to 9 pm EST. I'm confident they'll be able to get this resolved for you. We're here 24/7 if you have any general XFINITY Mobile questions in the future.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

Hello , we are having the Same issue! And talked with several reps from overaees! In Philippines in aisa  and been on the phone with them since feb 25th 2022, we order the iPhone 12 on Feb 11 2022 and received / delivery it on Feb 17 2022 then we never opened and never activated and decited to return for full refund in 14 days of returb policy still in the original packaging. Then We contacted xfinity mobile they via phone/ and were told to bring the phone to  the store for return. we went to local xfinity mobile store on Feb 25 2022 and then when we got to the store they said they don't do return in store! We called them on the phone to process the return and spoke with 10 different reps every other day since then till today and keep promising with manual return label which they keep lying about and never received a call from special dept as they promised that too .. they keep lying and putting us on hold for more then half hour and  now last rep I poke with with last night said that we to take the phone to Apple store or post office for warranty and exchange and we were like what! These people from over seas working for xfinity mobile and taking their customers service calls have no idea what and how to treat their customers and none can solve the issue !

Now hello official xfinity mobile and please somone from USA HELP us with returning this phone its.. its been so frustrating! 

Official Employee

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227 Messages

Hello @Bk201! I'm sorry to hear you have been having so much trouble getting your phones returned using our agents over the phone. This certainly isn't the experience we want for our customers. Have you been able to reach out to our chat agents yet to see if they can assist you further? This would be how to contact them through chat https://comca.st/3t2aunv;

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

3分前

I am having the same problem. We were given (2h iPhone max pros when we ordered iPhone pro max. Now I have (3) phones and want to return the other two.

I keep getting sent return labels that do not work. When I call customer service each time I am on the phone forever! Just to get another label that doesn’t work.

I do not want these phones or to be charged for them. It was your mistake!

Visitor

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2 Messages

3分前

I am having the same problem. We were given (2h iPhone max pros when we ordered iPhone pro max. Now I have (3) phones and want to return the other two.

I keep getting sent return labels that do not work. When I call customer service each time I am on the phone forever! Just to get another label that doesn’t work.

I do not want these phones or to be charged for them. It was your mistake!

Visitor

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1 Message

11日前

Having the same problem! 

We got a broken phone which was supposedly new. So we called for an exchange. The exchange arrived but no shipping label. 

multiple phone calls to people who can barely speak English and read rehearsed lines… it’s like talking to ab automated machine because they can’t critical think or brainstorm a solution. The highest level account manager was no help. We’ve been told wait for the shipping label that comes in 24-48 hours via email and confirmed the email every call to a half dozen ppl. Been told to take it to the store. One winner was throw it away it’s okay. Most calls result with a 2 hour hold then they hang up and don’t call back so the process restarts. Painful. 

so we took it to the Marlton NJ Xfinity store and told them our story. They took the phone saying they would ship it back and gave us a written receipt of return with contact info of the store employee (who now won’t speak to us or return a call/text) - I have requested the info he has re shipping and tracking. 

and we’ve been billed for the phone.

there has been absolutely no help and no resources. I would rather pay more at another phone company then stay with Xfinity at this point. 

I would really like to speak to someone with xfinity who isn’t contacted by a 1-888- number/black hole. 

XfinityGabby

Official Employee

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503 Messages

Hello @Lbarrett3, we appreciate you taking the time to reach out to our team through Forums. That's certainly not the experience we want you to have. You can speak with one of our Xfinity Mobile specialists through the following options:

 

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
Chat: https://comca.st/3HPPl5E

 

They will be able to assist with your concerns.

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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