Xfinity’s published mobile-device policy gives customers 14 days from delivery or an in-store purchase to return or exchange a phone. Its instructions say to drop off a return at FedEx Office within seven days, so the company receives it within 20 days of the return request, using a QR code or printable label, according to Xfinity’s support documentation.
Two shipments, different outcomes
The policy provides context for Moises Paz’s dispute, but the account of what happened in his case comes from NewsChannel 5 Nashville’s reporting. The station reported that Paz decided not to keep two phones after learning activation would require two new phone lines. He returned that pair using labels supplied by Xfinity, which confirmed it received those devices.
The dispute also involved a second pair. Xfinity said it had sent Paz another set of phones, which he said he had not wanted. The company attributed their absence from its records to a routing problem: the devices went to the wrong company and did not reach Xfinity. The station also reported Xfinity’s account that a third-party vendor may have held up the shipment.
The charge and the company’s response
NewsChannel 5 reported that Paz’s credit-card company investigated and refunded the $1,610.04 charge, but Xfinity continued pursuing the debt. Collection agencies told him Xfinity had not received the phones. The dispute continued for about a year and a half, according to the station.
After the station contacted Xfinity, the company said calls and emails made on Paz’s behalf helped it understand his situation. Xfinity apologized and offered to remove any credit impacts tied to the case, the station reported. The company said it was working with Paz toward a resolution.
