Returned xFi gateway in-person on Wednesday; reminder call and still not reflected on Saturday?

[trrwilson]

Hello!
I went to a local Xfinity store in person on Wednesday to cancel my current service and return the leased xFi gateway I'd no longer be using. The process was extremely straightforward and pleasant, so much so that I was sharing with friends how all the horror stories were overblown and I wouldn't hesitate to go back when my needs changed.

Today, four days later, I got a surprise call with an automated message saying that Xfinity is waiting for the return of the gateway I returned, at the store, at the same time. The device was immediately taken and scanned in just as soon as I walked in the door for my appointment.

Is there a delay with in-store returns getting reflected online? Do I need to go back to the store to ask them to find the return they processed? I'm sure this is all just a mixup somewhere, but a big part of the reason I did things in person was to *avoid* miscommunications on the return process, so this is all a bit of an unpleasant surprise.

Thanks!

[trrwilson]

Monday, 11/2 update (5 days after return): no changes, with the returned gateway device still showing under my return options via online account management. I'll reach out to the store pretty soon.

[ComcastMorgan]

Hi, trrwilson. Thanks for visiting us here the Xfinity Forum Community. 🙂

Oh no! You're right that there can sometimes be a delay, but it shouldn't take too long to get scanned back into inventory. Did you happen to get a receipt at all?