xfinity mobile nightmare

I am now on 8 hours and 37 minutes trying to get a refund for a phone xfinity sent to the wrong address! I paid for the phone in full and they are now saying they can't do anything unless Fed Ex returns it! XFINITY SENT IT TO THE WRONG ADDRESS SO I HAVE NOTHING TO DO WITH FED EX!!!! WHAT IF FED EX NEVER RETURNS IT? I have been lied to over and over. I have been told it's refunded already when it's not, I've been personally guaranteed by 3 people who give me a first name only and SURPRISE you can't get back to them ever again! When I asked for a supervisor, 1 guy hung up on me and then TURNED OFF MY PHONE!!!!!!!!!!!! I'M ON HOLD YET AGAIN WAITING FOR SOMEONE TO DO SOMETHING AFTER BEING GUARANTEED I WOULD RECEIVE MY REFUND YESTERDAY AND DID NOT GET IT!. She gave me a reference number 5160082860185 and now this guy says that's NOTHING! SO THEY'RE EVEN MAKING UP REFERENCE NUMBERS!! I AM BLOWN AWAY BY HORRENDOUS CUSTOMER SERVICE!

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CCDevin

Problem Solver

•

735 Messages

4 years ago

[Edit: Formatting]

@user_d248da Thank you for reaching out to us to bring this to our attention. I can certainly appreciate the predicament of being told that you need to return something that you didn’t receive and waiting for that to be returned by a delivery service instead. We certainly want to be sure that you have support and an easy experience getting this resolved.

Since we do have limitations on Xfinity Mobile account to view and manage those for you, I want to share direct contact information to get you in touch with a Xfinity Mobile expert who can address this for you. I will give you a number to call, text or even chat with. Can you contact them here, please?

Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: https://comca.st/3JR4ynQ

I have a reminder set up to reach out to here in a few days to make sure you have been able to get the help you need. Can you also keep us updated?

(edited)

user_d248da

Visitor

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2 Messages

@XfinityDevin Your response to all of this is to call the same number I've called more times than I can count and now am up to 9 hours and 15 minutes without resolution? Seriously? My last call they said they confirmed the cell phone which was sent to the wrong address by XFINITY error was returned and in your warehouse and they have absolutely no idea why they haven't credited my account....but rest assured a supervisor named Adam would be calling me back. Surprise! No call from a supervisor! Your customer service is a literal joke.

4 years ago

XfinityDena

Official Employee

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4.2K Messages

Please send me a Direct Message with your name, phone number, email address, Residential Account # and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

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4 years ago

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user_d248da

xfinity mobile nightmare

CCDevin

user_d248da

XfinityDena

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