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user_cthe47
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Visitor

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3 Messages

Friday, August 7th, 2026 11:08 PM

FedEx lost my trade in phone and Xfinity is trying to charge me bc they don't want to file a claim with FedEx

I have several open tickets, I have 3 way called FedEx and Assurant about where my phone is at. Xfinity has completely disregarded my problems. Now they tried to charge my card $500 for no reason. I need corporate to call me and either give me top dollar for my trade in or send me my phone back. 

It has been 3 months that I have been dealing with this everyday. No American customer service agents at all ever. 

They all just create these "tickets" and nothing happens. They refuse to let me talk to an actual manager. I am getting thieved from in all kinds of ways from Xfinity and FedEx but mostly Xfinity. I need someone to help this situation asap 

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3 hours ago

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XfinityJeffB

Official Employee

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540 Messages

14 hours ago

Hello user_cthe47, thank you for reaching out here in our Xfinity Community forum, we will do our best to assist you. You mentioned you have multiple tickets, have they all been closed any still active (Please do not share the ticket numbers here)? Have you checked the tracking on your trade in?

 

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user_cthe47

Visitor

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3 Messages

Fedex has admitted and acknowledged that the package is lost whilst be on 3 way with Xfinity. They also mentioned several times that only Xfinity can submit a claim for this. I have the emails that prove that from FedEx. All tickets are still active, if they were even properly entered. I have the names, dates, and times of the ppl and conversations we have had on the phone to prove this. 

Tracking shows that the package was received but has never moved. 

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13 hours ago

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XfinityEva

Official Employee

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2.6K Messages

Thank you, let's take a look at what type of ticket was opened for you, the status of the ticket and we can provide the next steps as well. We work with different teams on your behalf if needed. Can you please send us a direct message with your full name and service address to get started? 

 

How to Send Us a Direct Message:


1.  Click "Sign In" if necessary.
2.  Click the "Direct Messaging" icon.
3.  Click the "Start new conversation" (pencil and paper) icon. 
4.  In the "To:" line, type "Xfinity Support".
5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6.  An "Xfinity Support" graphic will replace the "To:" line.
7.  Type your message in the text area near the bottom of the window.
8.  Press Enter to send it.

For an example of how to send us a Direct Message, check out this link

How to direct message within the forum

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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13 hours ago

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user_cthe47

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3 Messages

I have done this Eva. 530am central time. A message was sent by me with my full name and service address. 

This is not fair that FedEx loses my package and Xfinity doesn't care and won't give me the money for it then tries to charge me more after FedEx told them that Xfinity is responsible for filing a claim. 

That is theft. Especially, when I have been on the phone for months and 5 or 6 hours at a time with 5 different representatives every session. I get paid over $100 an hour at work. This is taking up too much of my time. And also, I think these call center ppl Xfinity has answering the phones are telling each other not to compensate me for my time wasted on the notes 

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4 hours ago

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ShareholderG

Visitor

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3 Messages

4 hours ago

Technically if Xfinity printed the sticker they're the only one that can file a claim.

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