Problem with refund for phone exchanged

I have talked and chatted with customer service agents 4 or 5 times and even received an email stating that I would receive a $450 refund for a phone I turned in when I bought my Galaxy S-24. The phone I turned in was returned due to a store agent error. I have an email stating "We have credited your account for $450.00. You'll see the amount reflected in your Xfinity Mobile account." I have not seen that credit. I chatted with an agent 3 weeks ago and 10 days ago and they said I would see the credit in a few days. Still no credit. I do not see any way to Direct Message on my account page. How do I resolve this?

Responses

XfinityJon

Official Employee

•

124 Messages

20 hours ago

Hey there user_wmrkzs! Thanks for taking the time to reach out through our Xfinity Community Forum! I certainly appreciate your patience as we work to resolve this. I am more than happy to assist you with looking into this further to ensure we get this concern resolved. I will need some additional information from 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 forums page.

To send a "Direct Message" to Xfinity Support:

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
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
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.

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user_wmrkzs

Problem with refund for phone exchanged

XfinityJon

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