Most horrible experience bar none

I order a replacement phone for one of my 3 lines, long time customer here. It was shipped on 8/19/2024 via FedEx, delivery was set for 8/21/2024 and it never arrived, fedex put in delayed status, a couple of days later still in delayed status. I reached out to xfinity who "opened a ticket" promising resolution within 24 to 48 hours this was on 8/23/2024. 48 hours come and go. I contacted customer support on 8/26/2024 was promised resolution but told I would have to file a claim with fedex, I contacted fedex who then said you have to have xfinity contact us, so I did a 3 way call and fedex confirmed the phone was lost in transit and xfinity promised to refund my order within 24 to 48 hours so i could reorder it, did not happen. called again was told it would as long as 9/6/2024 before they complete their "investigation". and today I get an email with following impossible to complete request as the phone was not stolen or delivered to the wrong address, it was not received with missing parts it was not received damaged but instead it is lost somewhere maybe in GA who knows and I cant file a police report with the local auth as there 1 was no theft that I know of and 2 I have no idea of the location of the phone for the jurisdiction.

Here's what we need from you:

Stolen – If the online tracking status indicates that the package has been delivered but you have not received it, a police report is required for a stolen claim to be filed. If available, you can include footage showing an alternate party signing for the package.

Missing Contents – If you received the package but it is missing contents, a police report is required for a claim to be filed. Please also attach photos and/or videos showing signs of tampering to the packaging. 

Damaged – if you received the package but the contents are damaged, please attach photos and/or videos showing signs of damage to the packaging and its contents.

We look forward to hearing from you soon.

Questions about your claim?

Call us: (844) 963-0011

Xfinity Mobile
1701 John F. Kennedy Blvd.
Philadelphia, PA 19103
www.xfinitymobile.com

Responses

XfinityJanelle

Official Employee

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1.6K Messages

10 months ago

@user_dd2525 Hey there, thanks for being part of our XFINITY Mobile family. We'd love to help, but we don't have access to XFINITY Mobile accounts via social media, I do apologize.

We would suggest contacting our Mobile experts via one of the following methods:

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

Our XFINITY Mobile partners are available daily from 7 am to 9 pm EST. I'm confident they'll be able to get this resolved for you.

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user_dd2525

Visitor

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5 Messages

I have spent hours on the phone and in chat with xfinity mobile help, which is hilarious term because they were of no help, at this point I am going get this resolved and change providers for both my home and mobile service and then file a complaint with the Florida atty generals office for fraud.

9 months ago

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XfinityChristy

Official Employee

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2.1K Messages

user_dd2525Hi there, I’m really sorry to hear about the trouble you’ve had with your replacement phone shipment. I understand how frustrating it must be to deal with such delays and lack of clarity, especially as a long-time customer. It sounds like you’ve been through quite a bit, and I’m here to help. I’d like to escalate this issue for you to ensure it gets the attention it needs. Could you please DM us with your order details and any reference numbers you have along with your full name and address? We’ll work to expedite the resolution and make sure you get the assistance you need. We’re committed to getting this sorted out and improving your experience. 🌟

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

9 months ago

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user_dd2525

Visitor

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5 Messages

@XfinityChristy who do I DM, when I look up XfinityChristy in DM it does not come up

9 months ago

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user_dd2525

Visitor

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5 Messages

@XfinityChristy Also I am not sure how this could be fixed the damage has been done already, I have completely lost trust and faith in Xfinity at this point, can I get less costly service but stayed with Xfinity because I was paying for premium service and that includes customer service. In this case the service has been abysmal and I would not wish it upon my worst enemy. I have been lied to, given false promises, asked to file a false police report and so on, insanity.

9 months ago

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XfinityRoberto

Official Employee

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1.8K Messages

I am sorry you feel this way. We are here to make sure we can take care of this for you @user_dd2525.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

Let me know if you have any questions.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

9 months ago

0

Customer Service

user_dd2525

Most horrible experience bar none

XfinityJanelle

user_dd2525

XfinityChristy

user_dd2525

user_dd2525

XfinityRoberto

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