Claim for a replacement phone [Edited]

On 4/10/2026 I contacted xfinity regarding my son’s phone. It was auto-navigating without touching the device. The initial claim process was easy and all was great. 

I explained my 11yo son walks to school each day and how important it was that I knew when I would receive the phone. I was told to rest assured and I’d have it early the following week. After not receiving any updates I reached out on Friday to ask for an update and again Monday. Each time they send you auto drafted, canned, messaging. 

Each person told me they expedited it and moved it forward and I’d hear something. I have contacted them every day and have spent 5+ hours trying to get this resolved. I PAID FOR THIS SERVICE. 

Today (4/16) I ask to another update from Asurion to be told it will be reviewed for ANOTHER 3-5 days. That now puts us at 11 days to review a claim on a broken phone to which I pay monthly insurance on for this reason. That means that after 11 days they will now ship my phone (not sure at this point why anyone would believe this is actually going to happen. 

I was beyond upset and reached out to Xfinity thinking they will absolutely help me! WRONG AGAIN!!!! The chat agent sent me a message telling me to go into the store and that they will give me a new phone (I am so happy at this point that the saga will end)

I go into the store with downloaded transcripts and show Brian everything that’s happened. He watched me scroll for 3 minutes to show the pages of messages with Asurion. He is friendly and nice yet tells me he cannot do anything. At this point I said let’s upgrade and I’ll sort the rest out later my son needs a phone now. 

He grabs the phone and goes to process it and realized my husband is the account holder name. He tells me to see if he can come in and show his ID. As frustrated as I was I knew it was a policy and get it. I go home and grab my husband and now have all 3 kids with us and head back (40 minutes). 

Brian is now gone for the day! The kid at the front who is incredibly rude told me the queue was too long and they closed at 7 (there was almost an hour until close). I was upset and stated that “this is absolutely insane please call him now”. He rolls his eyes, tells me he won’t answer and then states he can add me to the queue. 

We wait 30 minutes to finally get Kevin (this man deserves to be in a manager capacity). He very kindly then had to relay to me that we actually can’t even upgrade because there’s a pending claim. I am a logical and professional working person and I CRIED in your store after my son cried that he is scared to go to school without it. 

I’ve never been so upset with a service I paid for in my entire life. 

Another 3 hours wasted, 0 solutions, no one to call. Can’t talk to anyone via chat or in store because information is inaccurate and based solely off of fluffing people while your being scammed. 

Never again.