I returned a phone that I have a fedex tracking number proving it was delivered on 9/5/17 to the return center in TX, but I never was refunded anything. The phone still is on my account and I have even been charged another month's payment. I have called 4 times already, about once every week. At first they told me that it can take up to 10 days to process. I waited, then called again to have them tell me that they can't do anything because the return center hasn't processed it yet. So I wait another week and call again. Every time I get another representative that knows absolutely nothing. I am being charged every month for a phone I have returned OVER A MONTH AGO. I even received an email 9/6/17 from xfinity mobile saying they have it and will "shortly" get back to me about my refund status. Last week I called and I told the rep that I was most frustrated with the fact that no one at xfinity is held accountable and that if they don't resolve a problem that they should follow through and at least keep working with that customer. She promised to give me a call back two days later because she was sure the return center needed just two more days before they could refund me. Guess what, she never called back. I called again just 3 days ago, that rep promised to have my issue escalated and that I would get a return call within 48 hours. Never got that call either. I really need help. I am being forced to pay for a phone I returned a month ago and no one will help me. I am so frustrated with xfinity mobile. STAY AWAY FROM THEM! However, I'm sure if your reading this it is already too late.
If you are like me, you assumed the XFM rollout was soo successful- that they may have just been caught unprepared to meet the demand and the glitches inherent in any 'big new thing'. I like to give the benefit of the doubt and go in with a positive attitude, it's just healthier - but my small 1 verification - 2 keystroke maybe- to -fix a 'they overcharged me in error issue' - after a month of not getting fixed but getting more complex and confused and now less likely to get fixxed due to 30 day guarantee window closing in - have taken me to different place. Normally mild mannered - very reasonable and forgiving never losing my temper typing into complaint forums kind of person - I'm now frankly crazed because I just cannot fathom that any company would treat their customers this way. It's been suggested that I call my ccard company and I may, but my fear honestly of that has to do with how much I need to rely on Xfinity for my broadband, home wifi devices, landline phone, and cable - I am afraid if my credit card co pulls the payment back ($486.66) that Xfinity might pull the plug to 'lien' on another service in error or on purpose. I now understand even better why monopolies are so dangerous.
Did you get an RMA before you sent these phones back in? This is what I am waiting on to return my phone, in the literature with the phone, it warns of needing to call in and get that RMA, but really only seems to be a backup confirmation of the return since our phones came with prepaid return labels that must certainly reference and link our names, account #'s date of purchase etc.They insist on you signing up with a credit card (for your own convenience of course) then getting an RMA number if you want out (which I cannot get from them with just days left on their return policy window) but they do have us all signed up and paid up with no way to get out now - without their assistance - with no recourse but to call and wait and chat and beg and come to this forum to confer and research but absolutely nothing makes a difference.
sorry, like I said ..crazed .. for no reason they can't fix with a few keystrokes for a loyal customer.
take good care during this stressful time, keep eating and deep breaths. It's not a hurricane, although if it was, you'd wish you had a working mobile phone with a working number for when they restored service.
lawr0155, typically refunds are processed within 15 days after we receive the device at the warehouse. Let's find out what happened here. Please private message me your account number, address and full name for help.
"typically refunds are processed within 15 days after we receive the device at the warehouse."
LOL! That is only if the moon is blue on the third Wednesday of the month! They have done the same thing to a lot of us, I am still waiting to have the phone they double billed me for removed from my account since August! It keeps racking up charges.
It has been in tier 3 for quite some time now. I am on the phone now and the rep said the tier 2 clowns keep closing all the many tickets without fixing the problem!
lawr0155, apologies for that experience, but I am glad you were able to get her line back up and running.
Dfp328 and Nemo-lives-- I see you all have seperate threads... I will assist there.