Complaint Regarding NowMobile Service Experience from Comcast/Xfinity

I am reaching out to formally express my dissatisfaction with Xfinity's customer service and online ordering process, order # xxxxxxxx2728 I hope this email brings attention to the issues I have faced and leads to a prompt resolution.

Background:

● January 6th: Order placed.

● January 14th: UPS made one delivery attempt.

● January 15th: UPS app indicated delivery between 1:45 PM and 3:45 PM. The delivery window was later changed to 4:45 PM to 7:00 PM. No delivery was made. UPS advised waiting until 9:00 PM, but the package never arrived.

● January 16th: UPS app showed no delivery information. Contacted Xfinity and provided all requested details. A case was opened (Case # xxxxxxx721) and I was promised a new package would be shipped.

● January 23rd: Still no package received and no updates on the status of the emplacement the online agent assured me that the issue would be resolved within 24 to 48 hours, marking it as a high priority.

● January 31: I have yet to receive the package, and there have been no updates on the status of the replacement. A new case was created (Case #xxxxx34), and the online agent assured me that the issue would be resolved within 24 to 48 hours, marking it as a high priority.

“I would like to inform you that as I have worked with my supervisor, he has escalated your concern on a priority basis for the order Order #XXXXXXXXXXXX2728 raised ticket number xxxxxx34. Please rest assured that I have created a ticket to resolve your concern. I would request you to please wait for 24-48 as our team will be working on your concern and once the concern is resolved the team will be contacting you over the email address.”

● February 4th: I have yet to receive the package, and there have been no updates on the status of the replacement.

“Hi , thank you for contacting Xfinity. My name is xxxxxxx. I see you may have questions about your bill. Is that correct? “

“Kindly wait for 24-48 hours. I am sure you will get an reply till then as the case is escalated to our higher team. “

● February 6th: I still have not received the device (telephone) and have been unable to use my service. However, Coast/Xfinity or NowMobile charged my account $25 for my mobile line. My payments are not set up for automatic withdrawal, so you are not authorized to take payments from my bank.

I have spent considerable time communicating with both Comcast and UPS representatives, but have received no concrete solutions. The lack of communication and follow-through is unacceptable.

I request immediate action to resolve this issue. I expect the following:

● A confirmed delivery date with tracking information.

● A firm delivery date with tracking information.

● Compensation for the inconvenience and time wasted.

● Or cancellation of the service and a full refund of all payments made.