Escalation Request – Unresolved Xfinity Mobile Issue for 4 Months

I am writing to request an immediate escalation of my Xfinity Mobile account issues, which have been unresolved for more than 4 months despite numerous chat sessions, phone calls, and in-store visits.

Account details:

• I currently have two active lines.

• Line ending in 7986 (iPhone 13 Pro Trade-In Issue):

  • This line was supposed to be enrolled in the Unlimited Premium plan as part of a trade-in promotion for an iPhone 13 Pro.

  • However, the promotion was not applied because the Unlimited Premium plan was incorrectly attached to my other line instead.

  • As a result, I have not received the trade-in credit or promotion benefits that I was promised.

• Line ending in 7986 (iPhone 12 mini to iPhone 16e Order Issue):

  • I ordered an iPhone 16e upgrade for this line.

  • FedEx lost the shipment, and I never received the package (I did not even see the delivery box).

  • Despite this, Xfinity Mobile has continued to place responsibility on me.

  • The device and charges remain on my account, even though I never received the phone.

  • Multiple tickets have been created, but they were closed or left unresolved with no action taken.

Attempts to resolve:

• I have contacted customer support 20+ times via chat.

• I visited multiple Xfinity stores in person.

• Each time, the issue is either dismissed, the chat session is dropped, or I am told “a ticket will be created,” but no resolution ever follows.

• I have repeatedly requested to speak with a supervisor or manager, but my request was ignored or denied.

This has been extremely stressful and has gone on for far too long.

What I am requesting:

1. Immediate escalation of my case to a supervisor or executive-level support agent.

2. Correction of the Unlimited Premium trade-in promotion issue for my iPhone 13 Pro line.

3. Full resolution of the FedEx lost shipment issue, including removal of the unreceived iPhone 16e device/charges from my account.

4. A written confirmation of how these issues will be resolved and when.

If these matters are not resolved promptly, I will escalate my complaint externally by filing formal complaints with the FCC and the Better Business Bureau (BBB).

Thank you for your urgent attention. I look forward to hearing back with a concrete resolution.