Escalation Required: Ongoing Issues, Cancelled Tickets, and Unresolved Samsung Order

Dear Xfinity Mobile Customer Support,

 I am writing  to document the ongoing and increasingly frustrating issues surrounding my recent Samsung phone order and the handling of my account.

 

After the initial problems—receiving a backorder notice a week after purchase, being sent the wrong device (a Samsung 25+ instead of the Samsung 25 Edge), and having a new phone number assigned despite my clear request to transfer my existing one—I attempted to resolve the matter through multiple channels.

 

I visited a local Xfinity store, where the employee informed me she could not help because the phone agent had incorrectly created a new phone line instead of processing a transfer. She advised me to call customer service again.

 

 Since then, I have spent days on the phone with the Xfinity Mobile team, enduring hours on hold. Despite my efforts, I received several emails stating that my support ticket had been cancelled “per my request,” even though I never asked for it to be cancelled. This has only added to the confusion and frustration.

 

Today, after yet another long call, I requested that the entire Samsung order be cancelled. When I asked about refunds for the device charges, taxes, and the significant amount of time I have wasted trying to resolve these issues, I was placed on hold for 37 minutes—only to be disconnected without any resolution.

 

At this point, I am extremely disappointed. Xfinity’s own Customer Commitment states that you pledge to respect customer time, simplify experiences, and make things right. My experience has been the opposite at every step.

 

I am requesting immediate contact from someone who can take ownership of this situation and resolve the following:

- Confirm cancellation of the incorrect Samsung order.

- Issue refunds for all related charges, including device cost and taxes.

- Correct the erroneous line assignment and ensure my original phone number remains active.

- Provide an explanation for the repeated errors, cancelled tickets, and lack of follow-through.

- Compensation for lost time, fuel, emotional distress.

 

Per your pledge, I expect prompt action to make this right.

 

Sincerely, David Greitzer