U

Visitor

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3 Messages

Mon, Jun 27, 2022 10:15 PM

Your company being a NIGHTMARE to deal with

I bought a new Samsung Galaxy 21fe and received it on Friday June 24. I decided to return the phone (it is just not worth $700 to me) and I called on Sunday June 26 and spent 44 minutes (mostly on hold and being transferred) to explain that I wanted to return the phone. I asked if the phone could be returned to the local Xfinity store so they could transfer service back to my old phone. I was told that it would be fine. I am disabled (visually impaired and wheelchair bound) so I forwent having my caregiver go grocery shopping for me so she could return the phone at the store. Well, guess what? She was told that I would have to mail it back! You have the most INCOMPETENT employees I have ever had the misfortune to try and do business with!!! Due to my disabilities I cannot be without a phone and this has been the most stressful situation I've had to deal with in years and I am still in my second HOUR on the phone with Xfinity Mobile as I am typing this right now. They're asking me about SIM cards (I have never used any such thing and I really don't know what they're even talking about). I purchased both of these phones from Xfinity! So I have no idea what you are going to do to fix this!!!! I think I m going to call our lacal news stations who deal with consumer affairs and tell them what a NIGHTMARE this has truly been.

And while we're on the subject of abject incompetence, I have been asking for 5 YEARS for you to change my billing date! How is a company that claims to be a leader in technology be incapable of doing the simplest of tasks is truly beyond my comprehension. Now I m going to go file a complaint with the Better Business Bureau and every other agency I can think of. You are a DISGRACE to cellular phone companies!

rightfooted

Expert

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1.3K Messages

2 m ago

Exchanges can be done in the store, but returns have to shipped via FedEx. You can have your number transferred back to your old phone by contacting Xfinity Mobile via chat. They'll also send you a FedEx return label.

More information is on the support page at https://www.xfinity.com/mobile/support/article/returns-and-exchanges .

Visitor

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3 Messages

2 m ago

I spent almost 3 hours yesterday trying (unsuccessfully) to get my service transferred back to my old phone! Why did they tell me I could take it back to the store (they ASSURED me that would be no problem) and it's apparently a huge problem and a waste of my caregivers time!?! I have never been so DISGUSTED with a company in my life.

Official Employee

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639 Messages

Hey there @user_dcef24! Thank you so much for reaching out to us here via Forums. I am so very sorry to hear of the frustrating experience you had with getting your Xfinity Mobile phone returned. This is never how we want you to feel.

 

As much as I would like to help you with mobile, I will need to direct you to the expert mobile team. They can be reached at 1-888-936-4968. They are available 24 hours/day, seven days/week. You can also reach out using this link https://comca.st/3nFQsf3. Scroll down to the bottom of the support page and click "Ask Xfinity". 

 

Thank you so much for being a part of the Xfinity family. 

 

 

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
MNtundraRET

Expert

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5.1K Messages

2 m ago

I have Escalated your post to get this serious situation solved.

Official Employee

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56 Messages

Hello @user_dcef24 

Were you able to reach out to our Mobile experts at by calling 1-888-936-4968 or by chat using this link https://comca.st/3nFQsf3. Scroll down to the bottom of the support page and click "Ask Xfinity"?

 

Let us know. I want to make sure you are taken care of.

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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3 Messages

Yes someone FINALLY emailed me a return label I will update when I receive my refund 

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