Xfinity Mobile charging me for a phone that never worked

I need help escalating an unresolved Xfinity Mobile billing issue.

Around March 2026, I purchased a cell phone from an Xfinity store. The phone would not activate so Xfinity sent me a replacement phone.

However, I was given the incorrect return label for the original phone. I contacted Xfinity multiple times to request the correct return label, but I never received one.

Now, approximately five months later, I am being charged the monthly installment for the original phone — a phone that never worked and that I repeatedly attempted to return because I was given the wrong return label.

I have already contacted customer service multiple times and have spoken with a supervisor. The supervisor told me there was nothing that could be done.

I am asking for this issue to be escalated and reviewed by the appropriate Xfinity support team. I believe I should not be responsible for the installment payments on a phone that never worked when I repeatedly attempted to return it and could not do so because I was not provided with the correct return label.

I can provide my account information, IMEI, order information, and details of my previous contacts privately.

Please have an Xfinity employee assist me with escalating this issue.