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user_sduw0j
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Thursday, August 21st, 2025

I’m being charged for a phone I returned

I returned a phone to Hiram xfinity store per Associate Ashlan and Manager Chrissy. I am being charged for a phone they told me to bring in to ship to the warehouse. I can’t pay my phone bill because of this charge . Xfinity seems to want all or nothing when I’ve done my part. I don’t want my phone cut off as I have kids to check in on and I’m willing to pay my bill but keep getting push back from a phone I returned in stores. Pull the cameras. I’m beyond upset! Please forward the concern to corporate on Hiram GA Xfinity store. 

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1 month ago

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user_sduw0j

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2 months ago

I made her write a receipt because for some reason I couldn’t get a print out of the exchange but call me and I will gladly give you the IME number she gave me.

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XfinityShawn

Official Employee

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1.9K Messages

 

user_sduw0j My team can help you with your mobile concerns this evening.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 

Click "Sign In" if necessary

Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging

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

Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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Berlinetta6947

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1 month ago

I am currently experiencing the same issue. They continue to claim that I will be refunded, that they have escalated the ticket, etc., but still, no refund. Being charged for a phone i had to return to store because they could not populate me a label. This is absolutely ridiculous. I have a feeling I may need to file a complaint with the BBB, as that's about where I am headed. I have spoken with several agents; they admitted it was a mistake and that I was wrongfully charged, yet nothing has changed. One thing I will say, chat with them online and print the chats. I have been with them for over 10 years and can hardly believe this is how they treat their customers. I hope that you resolve your issue. Mine still is not. Returned to the Xfinity store in Fox Chapel, PA. They have been beyond helpful, but again absolutely ridiculous. 

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XfinityJorge

Official Employee

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2.5K Messages

 

Berlinetta6947 Hello! Thanks for using our Forums to contact our Xfinity Support Team. You came to the right place for assistance and I am here to look into these Xfinity Mobile concerns for you. We are here happy to help be part of the solution and to move forward past this. To get started can you shoot us over a DM with your name and address? 
Here's 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
 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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