Visitor

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1 Message

Monday, September 8th, 2025

COMPLAINT REGARDING PHONE RETURN

Dear Xfinity Corporate Office,

I am writing to bring to your attention a concerning issue I have experienced with your customer service regarding the return and refund process for my wireless phone, the 2025 Razr.

During a recent chat with one of your agents, I was informed that my phone was still within the return window and that I would be eligible for a full refund with no further device payments once the phone was received by Xfinity. This was a clear and specific assurance given to me.

However, after following up with other chat agents, I was told that this information was incorrect and that I would still be charged for the device despite returning it. This conflicting information has caused me significant confusion and concern.

I firmly believe that Xfinity should honor the original commitment made by your agent regarding the return window and refund eligibility. I have saved copies of the chat transcripts that clearly document the assurances given to me.

I respectfully request that you review my case and ensure that the refund and billing reflect the terms promised during the initial chat. I value being a customer of Xfinity and hope this matter can be resolved promptly and fairly.

Thank you for your attention to this issue. I look forward to your prompt response.

Sincerely,
[Edited: "Personal Information"]
Account Number: [Edited: "Personal Information"]

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Official Employee

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2K Messages

29 days ago

@user_l4ye5a Good afternoon, and welcome to our Xfinity Forums Community! We appreciate you reaching out for assistance, and sharing your recent experience. This is definitely not the experience we want our customers to have with their billing and equipment returns. I'd be happy to review over your account to get you the answers you need, along with in the direction of a resolution. To begin, can you please send a Direct Message with your name, and service address? 

 

Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window 
Press Enter to send it

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