Horrible Mobile Device Customer Service-:FedEx stole my phone

FedEx delivered a box with an empty iPhone box inside. I notified Xfinity immediately. I was instructed to make a police report and take pictures. In the meantime, Xfinity was supposed to send me an email address to send the report to. I was supposed to get that information within 3 days. I filed a police report the same day and took pictures. Here it is over 10 days later, and still no email from Xfinity. I have even called and endured the [Edited: "Language"] of trying to get a human on the phone, only to be told to wait more time. I did finally get an email address from internet support where I sent the police report and pictures yesterday. Still no response. I’m fed up with this lack of communication and poor customer service. What do I need to do to get a replacement phone? Wait until my one year of free service is over? Please do the right thing in a timely manner

Note: This comment was created from a merged conversation originally titled Horrible Mobile Device Customer Service-:FedEx stole my phone

Hello, @SteveWO. Thank you for taking the time to create these posts. I'm so sorry to hear about this concern, and I'd love to see what our team can do to help resolve this for you. We'll likely be able to escalate your report to our Executive Resolutions team for further handling, but we can definitely review everything first. I've merged your two posts since the content was identical [and we want to avoid duplicate posts about the same issue(s)]. I simply updated which board this posted to in the forum, and I appreciate your patience! Could you please send our team a direct message to continue?

To send a direct message:

• Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

@XfinitySara - I am trying to use the DM, and no one is answering. I think you told me the same lies that the people on the phone told me. I had such hope that you would actually help. But no, just more [Edited: "Language"]