NASHVILLE, Tenn. (WTVF) — NASHVILLE, Tenn. — For a year and a half, an Xfinity Mobile customer fought charges for phones he returned. Xfinity says calls and emails on his behalf helped them finally understand the customer's situation.
Moises Paz thought he was getting a great deal from Xfinity.
"It's a 16 Pro or whatever it is, and you get them for free, there's no charge, and I say ok, I'll take them," Paz said.
When he got them, he learned that to activate the phones, he had to pay for two new phone lines.
"I say, I don't want them, I'll ship them back. They tell me how to ship them back, I ship them back — end of story," Paz said.
But if that really was the end of the story, Paz wouldn't have been charged $1,610.04 or have a thick folder of transcripts of chats with Xfinity, bank statements, tracking numbers, and copies of shipping labels.
"This is my explanation that I send to them every time," Paz said about a cover letter he'd created. "This is the letter I send every time."
Early on, his credit card company investigated the charge and refunded the full amount. But Xfinity continued to pursue the debt. Paz said collection agencies became involved, always telling him the same thing: Xfinity never received the phones.
After three conversations with Xfinity, here is what we learned: Paz did send two phones back, and Xfinity received those. But Xfinity says they sent Paz another set of two phones — phones Paz says he never wanted in the first place. Xfinity says it appears that second set of phones never made it back to them, possibly held up by a third-party vendor. All Paz did was send them using the return labels provided to him.
"I know he worked really hard to explain what he did in the ways he could explain that — either through a live agent, going into the store, sending emails to a help email account," I said on the phone with Xfinity.
Throughout the process, Paz was left without direct answers.
"He had one ticket number. This isn't his area of expertise. He doesn't know how returning phones work other than what's in the box. That's just the life of a consumer," I said.
Xfinity provided a written statement in response to questions about the case.
"While the devices were unfortunately sent to the wrong company and never reached us, we're working with the customer to come to a resolution.”
The same afternoon the story was scheduled to publish, Paz called with an update: Xfinity had reached out to apologize and offered to remove any hits to his credit tied to this case.
Have a story you think we can help with? Email HannahCanHelp@newschannel5.com.
This story was reported on-air by a journalist and has been converted to this platform with the assistance of AI. Our editorial team verifies all reporting on all platforms for fairness and accuracy.
