Visitor
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19 Messages
Phone Never Arrived Xfinity Refuses to File Claim with Fed Ex
Hi, I have spent over an hour on hold today, over the past few weeks I have spent dozens of hours on hold and speaking "customer service" people. It has affected the time I have to do my work and I am so stressed. I currently have no phone, because Xfinity refuses to file a claim with FedEx for a lost parcel. I have tried to file a claim with FedEx but they declined my claim because Xfinity has to do it. FedEx told me the phone was left at a UPS store near my house, but I was never alerted and when I went to the UPS store they told me they had no record of the phone. I did not signed for the phone and the phone never made it to my address. I have since learned that my apartment complex has a deal with the UPS store that packages get delivered there, but I was never told, so for the months I have lived here I have had a dozen packages sent back because they sat in that UPS store. I imagine that is what happened to the phone. Every other business I have worked with just refunded me for the lost mail and I assume got the package sent back to them since I didn't pick it up. All I want is for Xfinity to file the claim with FedEx but they refuse and are telling me I have to make a police report. I am a middle-aged white lady, there is no way I am going to walk into a police station in Philadelphia and ask that they take a report for a stolen phone that was not stolen when real crimes are actually happening. I will look like a complete jerk, and frankly I would be a complete jerk. I have been a customer of Xfinity for over a decade and never even had a late payment. They have no cause to suspect any nefarious behavior from me and are refusing to do the appropriate thing and file the FedEx claim. I have since ported my phone number to Google Voice and canceled my credit card on file with Xfinity. As soon as I am able to get a new phone I will cancel my internet. This has caused so much stress and lost work, I honestly do not know what to do with Xfinity or FedEx. I will not, on principle, use the police station as a complaint forum for Xfinity and FedEx. I have filed with the FCC about this issue, since that seems like the right place, but I want Xfinity to file the claim on the lost phone and take it off my account. This is one of the worst customer service experiences I have ever had and I have spoken to at least 10-15 different people not one of whom is remotely reasonable.
CCAbbie
Problem Solver
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1.4K Messages
3 years ago
@PhillyLibrarian Sorry to hear this happened. I can understand why you are upset and I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at https://comca.st/3xXhiEN where an Xfinity Mobile expert is available 24/7?
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SoSadSoStressed
Visitor
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19 Messages
3 years ago
Unfortunately, I have been trying to connect with people by those means for over a week. I even got kicked up to the executive service, and still I got no help. Your company is insisting I file a police report when FedEx has told me twice that the phone was dropped off at UPS and that the only thing to be done is have Xfinity file a claim on the lost phone. I can't get anyone to be reasonable and I am so upset. I can not believe how much time this has taken out of my life. I am so stressed and so upset. I need someone to get in touch with me who is from the U.S. and has the ability to put the claim in with FedEx. I can not go to the police over this matter, that is so inappropriate.
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CCAbbie
Problem Solver
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1.4K Messages
3 years ago
@PhillyLibrarian
I can request that someone from our Xfinity mobile team contacts you. Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address.
Click the "Direct Message" icon in the upper right corner or https://comca.st/3SD1H50;
Click the "New message" (pencil and paper) icon.
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
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SoSadSoStressed
Visitor
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19 Messages
3 years ago
They won't help either.
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SoSadSoStressed
Visitor
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19 Messages
3 years ago
I need a mobile executive relations officer to contact me. You guys are totally messing with me. If FedEx is telling me they left the package at a UPS store, then I can only assume that is where it was left. It wasn't there when I went to pick it up. All I can tell you is that I didn't get it and you are trying to bully me into making a frivolous police report. Instead of lost in the mail your customer service people marked it as stolen. It wasn't stolen. I am so upset and stressed.
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