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user_e1vfby
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Thursday, January 22nd, 2026 4:19 PM

phone stolen still having to pay for it

My mother's new phone was stolen. Have all the information including police report, UPs paper of who it went to and everything but still being made to pay for it. What do we need to do now? Have called every month for seven months. With everyone saying they will take care of it. Went to local store with the same response, we only sell phones, cant help. Any ideas what to do??

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XfinityRaul

Official Employee

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2.5K Messages

2 hours ago

@user_e1vfby I'm sorry to hear your mother's new phone was stolen. I would be more than happy to help file a report. Please send a direct message by clicking the 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.

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user_e1vfby

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@XfinityRaul​ The man in the store said that our issue was to hold to make a new case about it.

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2 hours ago

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XfinityPeterH

Official Employee

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2.5K Messages

 

user_e1vfby Thank you for letting us know. We can see about setting up a ticket to investigate the issue. Please send us your full name and address connected to the account via our DM. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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1 hour ago

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