Complaint against 20 agents

on December 2 I went into a store and upgraded my iPhone 15 Pro Max to an iPhone 17 Pro Max… the orange color since this seems to be something y’all have a hard time figuring out.  

has been with FedEx in Houston Texas since December 4.  the phone has not moved at all   I have had to make 21 calls/chat messages   and guess what this still has not been resolved  I have been lied to on all of those calls every single one  I have a transcript from Tuesday where your agent told me that the back in team already approved my new phone being sent to me again and that it would be sent to me yesterday.  that has not happened

I have been told by one of your agent to go into a store and they will resolve this for me by giving me my phone there.  did you know your agent laughed at me when I told them that?  they said that that’s absolutely not something that you guys do and I would’ve never been told that.  except I was told that.

so now I’ve learned my lesson that your company is full of a bunch of liars and I’m starting to save transcripts.  I have been asked to file a police report over FedEx, losing my phone.  the way that I have been treated as a very longtime Customer is asinine.  Xfinity should be ashamed of themselves.  today I was told that all 20 agents before that agent filled out the wrong form.  they filled out the lost stolen form, apparently they were supposed to fill out the phone lost in transit form.  have you guys really trained your customer service agent so badly that they don’t even know what form to pull up when FedEx loses an item?  this is something that happens to you guys every single day. I am not the first person that this has happened to.  I have spent hours and hours on each of these calls/chat sessions.  these are not quick calls.  I cannot continue to do this.  all I am asking for is that I get the phone that I have paid for at the rate that I purchased it at on December 2.

the phone was going to be four dollars a month.  the only solution that I’ve been giving is a new phone at $14 a month.  that is 1200 extra dollars a year.  it is unacceptable.  my next step is going to be to go into one of your stores and make sure that my issue is said clearly and loudly.  I will make sure that any customer in that store hears the terrible customer service that I’ve received.  I will make sure that you lose customers over this issue.  once the phone issue was resolved you will have lost me.  

I have asked to talk to the retention team or someone that can help me multiple times every time I ask for that the agent says that they are the retention team.  Today an agent gave me a number to call and make a complaint… But that number doesn’t work.