Regular Visitor
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1 Message
Xfinity wants to charge me for replacement mobile because of wrong IMEI
Hello,
A couple of weeks back I bought two phones with Xfinity mobile, a red one for my mom and a black one for my dad. When the phones arrived, the black one had the volume-up button defective so a replacement was requested. Xfinity approved the replacement and guided me on how to return the defective phone (including to turn off find my iphone). Some days ago I received a call from Xfinity team stating the following:
The iPhone 11 RED 64GB , you returned on 4/28/2020 has the Find My iPhone enabled. To avoid being charged in full please login into your iCloud Account and remove IMEI *************7871 from the device list. You will have 5 days from the sending of this email to remove the Find My iPhone feature. Failure to do so may result in you being charged in full for the device.
I immediately noticed that they were referring to the red phone ( my mother's) but regardless, I singed in to my icloud account to make sure the find my iphone feature was turned off with the returned device (which it was). I called Xfinity customer care and after 3 hours of waiting they trasnfer me to tier 3 customer care. There, they informed me that somehow the warehouse that received the phone entered the wrong IMEI ( my mom's phone). At the end, the associate named Josh from customer care tier 3 said his shift was about to be over and that he would call me the next day. He never called again so I decided to call again and the same thing happen where they never call the next day. I need help with this matter since the 5 day mark is approaching and everyone I have contacted from Xfinity seems incompetent to solve the issue.
Thank you in advanced,
Carlos Perez.
A couple of weeks back I bought two phones with Xfinity mobile, a red one for my mom and a black one for my dad. When the phones arrived, the black one had the volume-up button defective so a replacement was requested. Xfinity approved the replacement and guided me on how to return the defective phone (including to turn off find my iphone). Some days ago I received a call from Xfinity team stating the following:
The iPhone 11 RED 64GB , you returned on 4/28/2020 has the Find My iPhone enabled. To avoid being charged in full please login into your iCloud Account and remove IMEI *************7871 from the device list. You will have 5 days from the sending of this email to remove the Find My iPhone feature. Failure to do so may result in you being charged in full for the device.
I immediately noticed that they were referring to the red phone ( my mother's) but regardless, I singed in to my icloud account to make sure the find my iphone feature was turned off with the returned device (which it was). I called Xfinity customer care and after 3 hours of waiting they trasnfer me to tier 3 customer care. There, they informed me that somehow the warehouse that received the phone entered the wrong IMEI ( my mom's phone). At the end, the associate named Josh from customer care tier 3 said his shift was about to be over and that he would call me the next day. He never called again so I decided to call again and the same thing happen where they never call the next day. I need help with this matter since the 5 day mark is approaching and everyone I have contacted from Xfinity seems incompetent to solve the issue.
Thank you in advanced,
Carlos Perez.
user_j7y90a
Contributor
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52 Messages
5 years ago
@Cperez24
I’m sorry to hear about issues you’re having with the replacement device but I appreciate you taking the time to reach out in the Forum for help. I can work with you to make sure you’re not charged for that device.
Please reach out to me via private message. Click on my name ComcastJaredB and from the profile page click on the blue ‘send a message’ button. In your private reply please include the following information so that I may authenticate and access the account;
First and last name, mobile number, complete service address, and the last 4 digits of the pay method on file. Also, if you could include the IMEI of the phone returned I would appreciate that as well.
Thank you for your patience,
Jared
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RockBabe
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1 Message
5 years ago
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