CHAT  return Samsung Galaxy A37 phone, Refund $54.11 tax paid. And get new SIM card for A53 (old phone) June 1st 2026

I'm returning A37

Hi ALAN, thank you for contacting Xfinity. My name is Nandhini. I see you may be having trouble with your Xfinity Mobile service. Is that correct?

Hello Nandhini

 Hello, ALAN! Happy June ??

Can you see previous agent's comments ?

I wish I had an option to view it. Unfortunately, I see that you have reinitiated the chat, and I am unable to see the above conversation. Could you please elaborate on your concern? I will be more than happy to help you today.

It was a phone conversation

Oops! We only have access via chats!

Could you please elaborate on your concern with me? I will be more than happy to help you today.

I tried to return a phone in a xfinity store and the xfinity system failed to do it. The staff were stumped .  I chatted with an agent on a screen in-store.

Can you see the history of that ?

I'm on the phone, just a minute.

 I'm checking on the notes. Please stay connected with me.

ok

ALAN, upon checking the account, I noticed that you had an issue with the voicemail bugs on your phone. You deleted it, and it is redownloaded on your phone. Also, you want to refresh the missing voicemails, correct?

Thats long ago -- this was a few hours ago

Store Name: xfinity3122;

Store Visit Type: Walk-in;

Visit Reason: Existing Customer - Add/Upgrade Services - TV & Streaming;

Walk-in Note:

Can you see that I upgraded from my a53 to an A37 phone yesterday ?

Let me check that for you. To check that, I need to authenticate. Please send the authentication to info@ovbbbbbtions.com. Please verify from our end.

Authentication sent. Primary, Alan Smith, must respond within 14:06 minutes.

I clicked VERIFY

 Thank you so much

Upon checking the account, I noticed that you have placed the Samsung Galaxy A37 5G 128GB Awesome Charcoal.

According to the website I was approved to upgrade to A37 for free . Confirmed by the form that I filled in. But I thot it better to go to a store  and do it .  I left the store, yesterdy, with A37 to go home a find an email saying I had  to pay for the phone. I was shocked. Today I wen in to return it. But the system failed. And  the staff go no error message and dont know how to continue .

Ops!!! I'm so sorry to hear that you have gone through these hassles. Please do not worry, as you have connected with me. I will quickly go ahead and check what can be done to ensure we get things addressed for you really quickly.

3:42 pm

My old phone A53 of course has its SIM card disabled and today my A37 was FACTORY DISABLED. So I have no way of making phone calls. I need  you to process the return.  Refund the $54.11 tax paid. And get new SIM card for A53 . Please

My old phone A53 of course has its SIM card disabled and today my A37 was FACTORY DISABLED. So I have no way of making phone calls. I need  you to process the return.  Refund the $54.11 tax paid. And get new SIM card for A53 . Please

Sure! Not to worry, I'm here to help you. So, you wanted to return the new phone and need a new SIM card for the old device, right?

yes

 Thanks for confirming!

ALAN, do you still have the old device with you?

yes

Could you please help me with the old device IMEI number?

12345678901234

Thank you! You wanted to keep the same number on your old device (415) 499-9999?

yes

Thank you so much

Now, I am sharing a one-time ID verification link with you and kindly ask you to fill in the details. This will allow me to verify that you are the primary holder of the mobile account. Please provide your SSN and DOB; since the details are encrypted, we cannot access them. The information you enter is completely masked. Please let me know once you have completed the form.

Your personalized secure data link is https://iguard-po-1pp.slb.comcast.com:9443/ui?UgzYtnZyUWtp3QQaujhHXv

 Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process.

Here we go '

Thank you so much! Please stay connected.

Alan, I will go ahead and replace the number with your old device and get it activated for you. You can return the new device back.

I beleive my old phone's SIM CARD is dead and needs a new physical SIM CARD ?

"replace number" ? What number ?

3:54 pm

The number that is currently active with your new device I'm trying to move to your old device and get it activated. 

ALAN, so the store rep gave you this device by telling you it was free?

I did not see any $'s in the agreement on his screen.  What  about the dead SIM replacement ?

I see that to make the changes on the account, it says to pay the device balance.? 

Could you please confirm your old device number?

What number ?

Mobile device number

Where is that ? Serial number?

Phone number of your old device

the same number -- no change in phone number

415 499 9999

Thank you so much for confirming. I see that while I try to replace the old device with the number which is currently active on your new device, it says to pay for the device in full to make the changes!

In this case, as the store representative was not clear about the information, I will go ahead and escalate it with the team. If possible, you can also visit the store, and the store rep will have the access to do everything.

Both the representative AND 2 managers got involved -- no mention  was made of "says to pay for the device in full to make the change"

I totally get that! While I make the changes on the account, I see that it says: This device must be paid in full in order to continue with a BYOD replacement.

4:09 pm

Device balance

$437.50

of $449.99

Please fix that ....

Yes, to get this fixed for you, I will create an open ticket on the account. I would also request that you please visit the store once and recheck with the store representative.

What have you done to make it  any different at the store ?

The issue is the broken system that left them hanging with a disabled CONTINUE button.

I can go ahead and escalate this with my supervisor so that they will look at this and ensure that going forward, all the information should be shared before processing anything with the customers!

good

Thank you! I appreciate all your kind understanding in this matter!

So I can chat here with the supervisor now ...

I have escalated this with the supervisor, and I have created the open ticket. As a token of income, I will also go ahead and apply the credit on the account from my end for you! The team will work on this issue, and they will come to a conclusion and continue to get this addressed for you.

Let  me chat with that supervisor

Sure thing! I will help you connect with the supervisor.

While waiting  what is the $ credit applied ?

Is there a way for  me  to access that tick t online ?

No, I will connect you directly with my supervisor.

As we are from chat support, we have limited access to apply the credit. Since you have connected with me, I will go ahead and apply the credit of $20 to the account!

I need $54.11 TAX payment returned

============================================

Hi Alan, you are connected with a supervisor. My name is Parwej.

Hi Parwej

Hello, let me review the chats and see what can be done best. Alan, it seems you want to get the phone for $0.00?

I would have if I'd done the transaction thru the website

I understand. To clarify, you completed the transactions on the website, and you are supposed to receive the phone for $0.00?

yes the website form credited back each monthly payment -$12.49

Could you please share the reference number or article on the website that mentions you will be receiving a device for $0.00?

https://www.xfinity.com/digital/mobile/customize  

4:41 pm

Device payment     $12.49/mo

Pay Monthly Promo  -$12.49/mo

Promo device credit: $449.99 $12.49/mo for 36 months

Shipping $0.00

By the Gig 1GB $20.00/mo

Total Original Price $12.49/mo Current

Price $20.00/mo + $0.00 down excludes device taxes

Are you still able to see the same promotion on your account?   I mean, are you able to see the same promotion on the website?

That was the in the form 3 days ago , And today the link to the form says "Get Galaxy A37 on us" https://www.xfinity.com/learn/deals/mobile/samsung

the form says same plan "By the Gig 1GB"

as I have now

Alan, the data plan by the gig will provide you with a line for $0.00. However, Xfinity is not offering any devices on us. And that's why you have been charged $12.89, because there is no promotion currently available.

$12.49 * well then looks like I need to cancel the whole transaction . Please read on above, on what happened trying to do that in the store.

Alan I really apologize for all the inconvenience caused to you. Since I am here to help you with everything, I am trying to assist you in every possible way. Because I want to ensure that you receive the best resolution you deserve.   However, I do not want to make any false promises with you, because in the end, false promises will hurt you. Since there is no option to apply any kind of promotion, that is not available. You would need to make those payments in monthly installments.

I want to cancel the transaction.

Sure thing! I can go ahead and cancel it for you, and you can return the device. Just to confirm, do you want to return both devices or just one?

and Refund the $54.11 tax paid. And get new SIM card for A53 . Please

I'm returning A37

This chat was paused due to inactivity. Message us within 24 hours to pick up where you left off.

Hello? Parwej ?

Parwej ?

Parwej ?

Parwej ?

===================================

THE NEXT DAY - June 2^nd 2026

Chetan ?

Thank you for contacting Xfinity. My name is Kishore, and I am one of the supervisors. Please allow me a moment to review the conversation.

Thanks

Just to confirm, you would like to get the SIM card replaced?

Yes for the A53 and return the A37 and refund the tax that I paid

Sure, let me check on that.

Thanks

You are very welcome. Could you please check if you have received an authentication link to your mobile number ending with *9999?

In an email ? or ?

To your mobile number ending in 9999

The SIM card is dead -- made so after the upgrade in the store .

Oh, okay, no worries. Let me check if the previous agent has shipped the SIM card.

Good luck

So the refund will be processed and it will be credited today.

Great ! Thanks !

The SIM card will be shipped and delivered within 1-2 working days.

Great thanks SO MUCH ! Can you email me this as confirmation ?

Yes, you will be getting a confirmation email and text message once it is shipped with tracking details.

And an email to confirm the refund of $54.11 tax paid ?

Yes, that complete refund will be processed, and you will receive it directly in your account.

Please do not worry, as this is a professional chat window. I cannot provide any incorrect information.

Thanks -- When should I expect email on SIM shipping ?

You will be receiving it by the end of the day, and you do not have to contact us back.

We do have an alternate option.

And Billing will no longer show +$12.49 more per month ?

Yes, that is correct.

The alternative would be to go to the store for the SIM CARD but I'm scared to do that

Could you please share the reason?

I exaggerate

No problem, it will be shipped for you.

Thanks very much !

You are welcome.

Is there anything else I can help you with today?

You have a great rest of week ! -- I will keep this chat open till later as its got all the history . Bye.

Thank you for choosing Xfinity! Have a great day

======================================

NEXT DAY- June 3^rd 2026

Kishore?

Hi, Alan - I'm the Xfinity Assistant, a virtual assistant here to help with your account and services. Let me pull up your information.

A planned outage is scheduled on 2026-06-05 from 8:00:00 AM to 10:00:00 AM. As a valued Diamond member, we appreciate your continued support. What can I help you with right now?

SIM CARD delivery , return of A37 phone and refund

Got it! Let me look into that for you.

I can help with questions about your SIM card delivery, returning your A37 phone, or a refund. Which of these would you like to discuss first?

speak to an agent

Sure, let me check on that for you.

OK. Which service do you need help with?

Xfinity Mobile

Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

Billing

Let me look into that.

Let me pull up your Xfinity Mobile billing information and take a look.

Your current Xfinity Mobile bill for May. 05 to Jun. 04, 2026, is $32.49 and will auto-pay on Jun. 25, 2026.

Here's a summary of your current charges:

Total bill: $32.49

Can I help you with any more questions about your bill?

speak to an agent

Sure, let me check on that for you.

I can connect you with a live agent immediately, or we can schedule a callback for you as soon as possible or at a specific time. Which option would you prefer?

immediately

Live chat started.

Komal joined the chat.

8:27 am

Hi ALAN, thank you for contacting Xfinity. My name is Komal. I see you may have questions about your Xfinity Mobile bill. Is that correct?

Hi I spoke to Kishore yesterday -- he said "The SIM card will be shipped and delivered within 1-2 working days" but I have recieved no email to confirm that. Can you see if that is happening ? ( the SIM card being sent)

Thank you for specifying your concern! Please be assured that I will pull up your account details and assist you in the best possible way.

For security purposes, let's verify that we’re speaking with Manager Melissa Bradford. Please choose your preferred authentication method. I will send the authentication verification to your registered email: i*fo@ovehotrns.com  This will allow me to access the account. Thank you so much. Please allow me a moment to review your account. I would like to inform you that the SIM card will be shipped within 4 to 5 working days. It may take a few days, so please do not worry; your SIM card will be shipped in 4 to 5 working days.

I would like to share information with you about where you can get eligible for the promotion. Shall I share it with you?

Can you send an email confirming this ?

Yesterday it was 1-2 days now its 4-5 -- And Billing was to no longer show +$12.49 more per month. but it has not changed .

And the refund of $54.11 tax paid has not been made .

May I know for which number shipment you are looking?

I dont understand the question. This is about returning the A37 phone and re-enabling my old phone and fixing my billing.

Sure, thanks for confirming it! Currently, I can see there isn't any order placed for the return of your new phone (Samsung Galaxy A37 5G 128GB Awesome Charcoal). So, if you allow, shall I place the order for the return?

This is benn going on for days now. Please let me speak to a Suporvisor .

I totally understand your side; however, I would like to inform you that the supervisors have the same access.

I understand but at this stage we need a supervisor

ALAN, I totally understand your side and perspective. As I informed you in the chat, it will take 4 to 5 business days for the shipment of the SIM card. So please be assured that you will receive the SIM card within a few days. If you do not receive the SIM in 4 to 5 days, when you visit here, I will escalate the case to the supervisor so that they can help you with the same.

8:48 am

How can I be assured when yesterday I was promised that my billing would be fixed and its not -- please let me speak to a supervisor

Alan, I am really sorry that you faced this issue and the promises that the agent made to you yesterday. As an agent, it's my job to share the exact information in your account. I will check your account briefly and review the shipment details. That's why I am requesting you to wait 4-5 business days so that you can receive your SIM card, and you do not need to visit here for the same.

please let me speak to a supervisor

I totally respect your decision. Now I will share our expert mobile team so that they can help you and assist you better: 1888-936-4968. Please contact this number; they will definitely help you with this.

Sure. I will help connect you with the supervisor. Please stay connected while I am connected with them.

Please confirm if we are still connected so I can connect you with the supervisor for the future review of your issue.

supervisor now please

Sure! I am working on it. Please stay connected. I am about to finish on my end. Let me check

I totally understand your side. Let me connect you with the supervisor from my end.

Komal left the chat.

Umakumari joined the chat.

Hi, my name is Uma! I am the supervisor from the Mobile Billing team. Let me quickly review your previous chat so I can assist you accordingly.

Billing needs to no longer show +$12.49 more per month. refund of $54.11 tax paid . and SIM CARD for my old phone which was disabled . Return of A37 phone.

Thank you for sharing! I checked your previous chat, which was related to the order placed for the Samsung Galaxy A37 5G 128GB Awesome Charcoal with this line (415) 499-9999 at 4:20 PM EDT on May 31, 2026. This order has been placed successfully but has not yet shipped. I kindly request that you wait for 5-7 days, and you will receive the delivery partner information along with tracking details as well.

We sincerely apologize for this delay, and this is the first and last time it will happen here! Please be assured, we will definitely take care of this shipment, and it will be delivered to you on time.

None of what you said makes any sense . The phone was already purchased in a store !

I would like to share that, according to your order details, both the device and mobile line orders were placed on the same date and online. This information is clearly reflected in your account.

9:16 am

Please be assured that I have shared accurate information with you.

Let me speak to your manager please.

I am sorry, but at the moment, I am the last point of contact here!

I have the A37 in my hand right now

Thank you for confirming! According to your account order details, the device and SIM order were placed together on the same date. I kindly request that you visit the same store where you purchased the device, as they have not updated their records to reflect that you have already received it.

How can I believe anything you -- and many others ( now) say when they are all different stories ?

Alan, as a customer myself, I can relate to your experience of receiving different information until now. You are now connected with the supervisor from the mobile billing team, and I have shared all the accurate details based on your account and order information. The previous agent who transferred you to me also shared the same information with you previously.

And it doesn't make sense .. The SIM CARD is for my old phone A53 so I can return to using it ( which was disabled on purchase of A37) . So it makes no sense that it was "ordered with A37".

I understand your point about placing an order for the SIM for your old device. However, according to your mobile account details on my end, a new device order has been placed for the Samsung Galaxy A37 5G 128GB Awesome Charcoal, which is an eSIM-compatible device. Additionally, there is no other physical SIM order reflected on your account. Could you please let me know with whom and when you placed the order for the physical SIM?

Kishore told me yesterday a SIM CARD will be shipped by end of day and email would be sent with tracking. -- There has been no order BY ME for a 2nd A37 ! Why would I ? I want to return the one I have already .

Thank you for sharing! May I please know if you contacted Kishore over the call?

Would you like to read the full transcript ? Anyway its a moot point now . Clearly nothing he said he would do has happened.

Alan, if you have the transcript, you can share it, and I will mention it in your account notes. On my end, there is no other physical SIM order reflecting on your account; otherwise, I would have shared the details with you without this much delay.

Well can YOU send me the SIM CARD so I can at least make phone calls ( the A37 was factory RESET) ? AND SEND ME AN EMAIL NOW TO CONFIRM IT ?

Let me try to help you with this! Please share the IMEI number of the device you have right now.

You can find the IMEI by typing *#06# or selecting "Settings" > tapping on "About Phone" or "About Device," depending on your phone model > choosing "Status."

Will this be accompanied by an email confirming that your sending me the SIM CARD before we end this chat?

I am sorry, but I need to add the IMEI number to place the order for a physical SIM for your device.

I will be happy to do so but at this point its hard to believe anything . At least an email wil l help me try to believe . Will you send it ?

Alan, I understand that you need a confirmation from us, but we are unable to send any manual emails from our end, and this option is not available. Otherwise, I would have shared it with you.

If you do not want to proceed with this via chat, you can absolutely visit your nearest store and place the order in person. Our team will assist you accordingly.

IMEI number 1234567890

Thank you for sharing! Could you please help me by sharing the mobile numbers you have with us right now?

my number is 415 499 9999

Thank you for sharing! The other number reflecting on your account is (415) 9999999. Just to confirm, is this also your number?

The phone is not available right now

Thank you for confirming!

Can you fix my billing ?

Thank you for waiting! I am encountering an issue while placing the order for the SIM on my end. However, we do have our care team who can assist you with this. Shall I connect you with them? 

NO CHANGE TO MY BILLING Friday June 5th