Xfinity has had my Apple Watch Ultra return since Feb 6, still no refund after 2 months and 10+ agents
I returned my Apple Watch Ultra to Xfinity and they received it on February 6th. It's now April and I still haven't gotten my refund processed.
Here's the kicker, the return wasn't even my choice. An Xfinity agent accidentally canceled my Apple Watch Ultra line, and then they couldn't reactivate it. Their own agent recommended I return the watch since they couldn't fix their mistake.
So I did exactly what they told me to do, and now I'm the one stuck chasing them for two months to get my money back.
I've chatted with at least 10 different agents trying to get this resolved. Every single time, I have to re-explain the entire situation from scratch because nobody has any context from the previous interactions. Each agent tells me the same thing "it will be resolved within a few days" or "by the next billing cycle." Then nothing happens, and I'm back to square one.
At this point I've spent at least 15 hours of my time on this. Two full months chasing a return that only happened because of their mistake, for a device they already have back in hand. It feels like they're just running out the clock hoping I'll give up.
Has anyone else dealt with this? Is there a way to actually escalate beyond the front-line chat agents? I'm considering filing an FCC complaint or going through my state's consumer protection office at this point.