Escalation requested: wrong iPhone shipped, replacement canceled, and unresolved verification

I need an Xfinity Mobile escalation with one person or team responsible for resolving my order and following through.

I ordered an iPhone 18 Pro, silver, 256GB, as an upgrade from my iPhone 14 Pro. Xfinity charged the taxes but shipped a burgundy phone. My current phone still works for calls, but its screen is failing, so another shipping delay matters.

On Friday, September 25, I started trying to resolve this around 10 a.m.:

• Following Xfinity’s instructions, I visited two San Francisco stores. Neither could provide the correct device.

• I then spent approximately two hours with a support agent trying to arrange a replacement with expedited shipping. That order was canceled.

• A supervisor promised to call me back. I never received the callback.

• On a subsequent call, the agent told me I had to activate the burgundy phone before their system could recognize it and process a “buyer’s remorse” exchange for the silver model.

• The activation attempt in the Xfinity app produced an “additional verification needed” message and indicated that Number Lock must be turned off before another attempt. I still did not receive clear instructions that resolved the blocker.

• At approximately 5:52 p.m., that call had lasted one hour and six minutes, and the issue remained unresolved.

The wrong color was the initial error. My concern is how Xfinity handled the attempts to correct it: repeated dead ends, changing instructions, a canceled replacement, and a missed callback.

Please arrange the following:

1. The correct replacement: iPhone 18 Pro, silver, 256GB.

2. Preservation of my original pricing and terms, with the taxes already charged accounted for.

3. Waiver of exchange-related fees arising from this order error.

4. Expedited shipping because of Xfinity’s error and the time already lost.

5. A documented case with a reference number, a team responsible for follow-up, and a clear next-update time.

If activating the incorrect phone is required, please explain what will happen to my existing active line, whether it affects charges or exchange eligibility, and how we will reconnect if the support call drops. Please also document that I received the wrong device, even if the system uses “buyer’s remorse” as its exchange category.

For internal review, please locate the original upgrade order and tax charge, the canceled replacement order, the activation and verification attempts, and the available support notes and callback records.