Get Gephardt helps Riverton couple stuck paying for 2 smartphones they didn't order

RIVERTON — When Fred and Lori Smith found a wireless deal too good to pass up, they made the switch.

"We switched from T-Mobile to Xfinity," said Fred Smith.

The deal included two new iPhones. The thing is: They received four iPhones, by some mistake.

"I sent the two back right away," he said.

A monthly bill

But six weeks later, in January, Xfinity sent another surprise — a monthly charge of $93, the Smiths estimate, for those two extra iPhones and their protection plans.

"The phones are on a payment plan for 24 months, and so we're getting charged," Smith said.

Despite all their calls, and sending Xfinity the tracking number showing Xfinity received the phones just days later, the Smiths couldn't get anywhere. However, there was a brief glimmer of hope in July.

"They said that they would issue a credit and that credit has never been issued," Smith said.

So, nearly a year after returning the phones, the Smiths estimate they've paid Xfinity just shy of $1,000 for two phones they've never owned.

"It just gets frustrating, where we just get ignored," Smith said.

Fearing they're stuck with this for another year, they called the KSL Investigators. We contacted Xfinity to ask why the Smiths can't get this fixed after almost a year. We didn't get an answer to that, but within two days the Smiths finally got their resolution, and then some. They say Xfinity credited them $2,000 for the phones and a missed sign-up rebate.

Getting here has been a long road.

"If we would have known this, I would have kept the two phones and sold them," Lori Smith laughed.

Federal law says companies cannot send you items you didn't order and then demand payment. Still, keeping records of your orders will help you greatly, from order confirmations and receipts, to any emails and tracking numbers.

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