Missing Phone

Dear Xfinity Mobile Support,

I ordered a new phone on January 23rd, and according to tracking, it was sent out via FedEx. The last recorded scan was on January 24th, showing it left Kennesaw, GA. Since then, there has been no update on its whereabouts.

I have reached out multiple times via phone, chat, and email, yet I continue to receive conflicting responses. I have been told twice that a replacement would be sent, but instead, I received an email stating that someone tried to contact me—yet I have no record of any missed calls. The last email provided a number to call, but it goes straight to voicemail with no response.

To make matters worse, I attempted to purchase a different phone while waiting for this issue to be resolved, but I was told I needed to pay an additional $345. On top of that, my fully paid-off iPhone 14 Plus now shows a balance of $1,150, and the missing phone is also listed on my account with the same charge.

At this point, I need immediate resolution:

1. Remove the missing phone from my account.
2. Correct the incorrect balance on my iPhone 14 Plus.
3. Either send the promised replacement or issue a refund.

This situation has been ongoing for far too long, and I expect a swift resolution. Please escalate this matter to the appropriate department and provide a direct contact who can actually resolve the issue.

Thank you.