Frustrating receiving my refund

I had disconnected my xfinity account a month ago and now living out of the U.S. I received an email on early June saying my refund of 12.91 is ready, but when I proceed, the only two options are virtual card and physical card. These don’t apply to me and I just want to send the refund to a bank account.

I had talked to the online chat agent last week, one of them gave me a ticket number [edit personal info] and said someone will contact me on email. I did not receive anything on email so far.

I had been dealing with this for almost a month and I feel it just became more and more complicated and frustrating. My request is just to receive my refund on my bank account.

*In worst case if there’s no method to do so, I can ask my friend to receive a physical check, but that need to be on their name

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XfinityJustinC

Official Employee

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1.4K Messages

9 days ago

Hello, @user_twcqbg thank you for taking time to create a post here over Xfinity Forums. Sorry to hear of the frustrations with receiving the refund and do want to help get the proper expectations set up, and appreciate the infomation you have provided regarding the ECM ticket.

There is this helpful refund document available on our website that goes of the refund process: https://www.xfinity.com/support/articles/refunds-from-xfinity . Reviewing it does show that refunds typically take 4-6 weeks to be processed, we will initially attempt to return the refund to last payment method used, and if unsuccessful the email will be sent with other refund options which sounds like you received.

Regarding having a check mailed in another person's name, that isn't an option. Checks are printed with the name that was associated with the account, we can request those to be sent to a different address but will be under the account holder's name. From experience, when I've created an ECM ticket those typically have a 4-7 business day work around (business days are weekdays).

- Has it passed 4-7 business days since the ticket was created?

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user_twcqbg

Visitor

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2 Messages

Hi, it is about 4 days, also meanwhile I am receiving emails from Xfinity saying “we are unable to reach you via text”. My old US phone number is no longer mine and also I don’t have a new U.S. phone number which I can use instead. If this email I am receiving is to deal with the refund issue, could you let them send me emails instead of text messages?

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8 days ago

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XfinityJustinC

Official Employee

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1.4K Messages

@user_twcqbg thank you for the update of the time frame regarding the ticket submission. I'd definitely like to investigate the communication you received, and update the ticket to let the team know text communication isn't an option with the number no longer being active.

Since I will need to gather some information we don't want in our public conversation, when you have time please send a direct message.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

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8 days ago

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user_twcqbg

Frustrating receiving my refund

XfinityJustinC

user_twcqbg

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