Executive Escalation Request – Two Undelivered iPhones / Closed FedEx Claim / Incorrect Claim Classification

I am requesting an executive-level review of an unresolved Xfinity Mobile order involving two iPhone 15s purchased on September 17 at the Xfinity store in Deptford, New Jersey.

The phones were not available in-store, so Xfinity shipped them through FedEx. Neither phone ever arrived.

After the shipment failed to arrive, I contacted FedEx and opened an investigation. FedEx subsequently contacted me and advised that its investigation was complete, the packages had been deemed lost or stolen in transit, the case was closed, and Xfinity had been paid on the claim. FedEx provided me with a reference number to give Xfinity.

I then contacted Xfinity with that information and reference number.

This is where the situation has become extremely frustrating.

Xfinity representatives continue telling me they do not have the completed claim information on their end and that I need to contact FedEx. FedEx, meanwhile, has already told me its investigation is finished and Xfinity has been compensated.

The biggest disconnect appears to be Xfinity’s claim process itself.

Xfinity is currently sending me a documentation request that only provides three claim categories:

“Stolen Package”
“Missing Contents”
“Damaged Contents”

None of those accurately describes what occurred.

The “Stolen Package” option specifically applies when online tracking shows that the package was delivered and then stolen, and it requires a police report. That is not my situation.

I did not receive the phones. I did not receive an empty package. I did not receive damaged contents.

The shipment was never successfully delivered to me, and FedEx separately investigated the shipment as a carrier-loss issue. FedEx then advised me that the claim was closed and Xfinity had been compensated.

I am not willing to submit a police report or select an inaccurate claim type simply to move the case forward. Doing so would create a false record suggesting the phones were delivered to me and subsequently stolen from my residence, which is not what happened.

This appears to be the core process failure preventing resolution.

I need this case manually reviewed outside of the standard stolen-package, missing-contents, or damaged-contents workflow and correctly classified as an undelivered carrier-loss claim.

There is also an urgent trade-in issue.

Two phones were part of this transaction, and I am approaching the deadline to surrender my existing devices. I cannot reasonably be expected to surrender the phones I currently use when Xfinity has not provided the replacement devices I purchased. I also should not lose any trade-in value, promotional credit, or other benefit because of a shipping failure outside of my control.

I attempted to get assistance from the Deptford store where I originally purchased the phones.

Unfortunately, that experience made the situation worse.

When I explained my frustration and said that at this point I may simply move all of my lines to Verizon, the salesperson who originally handled my purchase, Jovan, immediately offered to help me obtain the information necessary to transfer my account.

There was no attempt to escalate the problem, involve a manager, investigate what happened with my order, or try to retain me as a customer.

When I pointed out how surprising that response was, his explanation was essentially that because I said I might transfer my service, he was simply offering to help me do so.

I understand the literal logic of that response. From a customer-service standpoint, however, I found it extremely disappointing.

I was not yelling, causing a scene, or demanding something unreasonable. I was a frustrated customer who had spent weeks trying to resolve a legitimate problem and came back to the location where the transaction originated hoping someone would take ownership of it.

At this point, I am not asking to be transferred between departments again. I am not asking to be sent back to FedEx again. I am not willing to open an inaccurate stolen-package claim simply because the correct claim type does not appear to exist in Xfinity’s standard workflow.

I am requesting that someone with the authority to investigate and resolve this situation review the entire transaction manually.

Specifically, I am requesting:

1. Confirmation that Xfinity has reviewed and reconciled the completed FedEx claim.
2. Manual correction and proper classification of this matter as an undelivered carrier-loss claim rather than a delivered-and-stolen claim.
3. Correction of any record that currently suggests these devices were successfully delivered to me and subsequently stolen.
4. Replacement of the two iPhone 15s I purchased, or another mutually acceptable resolution of the original transaction.
5. Written confirmation that my trade-in deadline will be extended and that I will not lose any promotional value, trade-in credit, or other benefit because the replacement devices were never delivered.
6. Confirmation that I will not be financially responsible for either missing device, including device payments, activation charges, fees, or other charges associated with equipment I never received.
7. Review of my experience at the Deptford location, particularly the response I received when I asked for assistance with this unresolved purchase.

I can provide the FedEx tracking numbers, FedEx case/reference number, Xfinity order information, device information, screenshots of the incorrect Xfinity claim workflow, and any other documentation necessary.

I would greatly prefer to resolve this directly with Xfinity. However, after weeks of being sent back and forth between Xfinity and FedEx, I need someone with the appropriate authority to take ownership of the issue and see it through to resolution.

Please contact me regarding the next steps and provide a case number for this executive escalation.

Thank you,