Charges and refund issue

 Charges and Refund Issue

Dear Xfinity Customer Service,

On August 4, I received a sales call from Xfinity offering a phone deal. We signed up the same day and paid a $71 monthly fee. However, the phone that was sent to us was not the model promised over the phone, and it could not be activated or used.

We first contacted customer service by phone, but they said they could not resolve the issue. We then visited an Xfinity store, and they also stated that they could not help. Since the phone could not be activated and was never used, we followed the instructions from customer service and returned the phone on August 11.

At that time, customer service assured us that once they received the returned phone, the $71 fee would be refunded. However, it has been over a month since the phone was returned, and we still have not received the refund.

During this period, I contacted online customer support multiple times. Some agents said the issue would be resolved within a week, but nothing happened. Others told me to wait a few more days, but the refund still has not been processed. To make matters worse, the refund has not been issued, and this month Xfinity charged an additional $77 from my account. Customer service had previously stated that the related account had been deleted, but charges are still being applied.

The phone was never activated or used, and yet unauthorized charges continue. I do not understand why Xfinity is deducting money from my account without my consent.

I request that this issue be resolved immediately, that the original $71 refund be processed without further delay, and that any unauthorized charges, including the recent $77, be reversed. Please provide confirmation once the refund and corrections have been completed.

Thank you for your prompt attention to this matter.