Visitor
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2 Messages
Phone stolen by fedex
I don't know what I have to do to get this issue resolved but it has been five days now and I have just been getting the run around from customer service every time I call or my wife calls. Fed ex delivered an empty box to our house! We have done all that has been asked of us. We have filed a police report, and sent the pictures that we have of the iPhone box that had been torn open, and the shipping box that had been opened and retaped. I have been an xfinity customer for many years and have never been late on a single payment. I have my internet and mobile service for three phone lines and have given hundreds of dollars a month to you guys for a long time! I don't think that its right that I should be made to feel like I have to "convince" you that I don't have the phone! I have seen all of the reports of the same thing all over this forum and have seen tik tok videos and reddit threads all saying the same thing and that you guys are giving people the run around about this! I have been told something different by every single person that I have talked to, and none of them have made any resolution! I need the stolen phone removed from my account so that my wife can go to the Xfinity store and get her upgrade before we go on vacation next week. This is ridiculous! I need this problem resolved or I will cancel all of my services and report the incident to the Better Business Bureau, the Federal Trade Commission, FCC and anyone else who will listen that customers are being extorted and abuse by Comcast!
XfinityEva
Official Employee
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2.6K Messages
25 minutes ago
@user_8klv39I can certainly understand how frustrating and stressful this situation must be, especially after being a loyal customer for many years and taking all of the requested steps to help investigate what happened. I'm truly sorry that you and your wife are going through this, and I want you to know that your cooperation throughout this process is greatly appreciated.
I also hear your concerns regarding the lack of clear answers when calling in. After five days of trying to get this resolved, I completely understand why you're looking for more definitive information and next steps. My goal is to help get this addressed and make the process as smooth and stress-free as possible.
When you contacted our teams, were you provided with a ticket number or case number for the investigation? If so, customers are typically sent an email with instructions for submitting any additional supporting documentation that may be needed. Additionally, were you given an estimated timeframe for when the issue would be reviewed or resolved?
For your privacy and security, please send us the ticket number through Direct Message if you have it available. We'd be happy to take a closer look at the status of the case and see what information we can provide regarding the next steps.
To send the ticket info/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
[Edit: tagged customer for more visibility to them]
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