Fraud case

I called for new internet service in July 2025. Was offered a special on an iPad and received. Shortly thereafter I received a call from a woman stating she was from Xfinity that reviewed all my acct info and told me I received the wrong device and I needed to return the iPad and I would receive the correct one in 24-48hrs. Did that but never received the replacement. Called Xfinity mobile back and was told I had been defrauded and I needed to filed a fraud claim and a police report. I have been calling ever since to now avail. Once I was told the balance has been removed but I received a bill for the amount of the iPad. Each time I call for help I either get left on hold, hung up on, told someone would call me back(that never happens) or transferred to a different department. This began in July and now it’s October and it’s still unresolved. I have A1 credit and am concerned this will affect my report. The customer service at this company is terrible. I need help getting this resolved and don’t know where to turn. Can someone please help!!

[Edited: "Personal Information"]

Responses

Oldest First

Selected Oldest First

XfinityAngie

Official Employee

•

2.1K Messages

6 days ago

user_iob95c, Thanks for reaching out to Xfinity Support. I know this has to be frustrating. I want to do everything I can to help you.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

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

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

2

0

U

user_iob95c

Visitor

•

3 Messages

I need help reaching my Valerie from the executive team. She called me yesterday evening to discuss my case snd promised me that the dispute would be resolved, that I would not be held responsible for any charges and a letter would be sent out to the relevant department and to myself to stop any collection activities. I checked my account and nothing has changed. I have trying to reach her all morning, left several messages now her mailbox is full. The guy from collections stated he will call me back this evening. I don’t know what to do. I fear my credit will be ruined by this. Can someone please help me?! Valerie please call me back! Or someone?!

Ty

R. Walker

Like

Reply

2 days ago

0

U

user_iob95c

Visitor

•

3 Messages

My issue has finally been resolved. Though the customer service was terrible if it wasn’t for 1 particular rep that documented the fact that I was promised a credit I would still be fighting. Thank you to Valerie on the executive team for completing the process. If I could make a suggestion that as large of an organization as Xfinity is surely they can afford to properly train their service providers. I have worked in the service industry for over 30 years and this was the worse experience I have ever had. I will say the only reason I have not closed my account is because the internet service has been the only one in the region that seems to work with my company’s network. Please do better with your customer service team!

Thank you,

R. Walker

Like

Reply

2 days ago

0

XfinityNatalie

Official Employee

•

403 Messages

2 days ago

user_iob95c It has been a grand pleasure to assist you with providing a clear resolution. If you have any questions or concerns in the future, please feel free to create a new post on our XFINITY Community Forum. I hope you have a wonderful rest of your weekend!

0

Customer Service

user_iob95c

Fraud case

XfinityAngie

user_iob95c

user_iob95c

XfinityNatalie

New to the Community?