Refusing to add insurance

Our household is a long-standing customer across multiple lines of business with you — including mobile, internet, and cable — and this experience has called into question that loyalty.

On December 22, we received an upgraded phone for my husband’s line. On January 9, well within your stated 30-day eligibility window, we contacted Xfinity to add mobile insurance to the device. What should have been a straightforward request has instead turned into an ongoing issue that remains unresolved to this day.

Since that initial call, my husband has opened multiple tickets and escalations. I have personally followed up several times as well. Each interaction has resulted in a different explanation, excuse, or deflection — but no resolution. Despite clear compliance with your policy timeline, the insurance has still not been added.

This is not a complex request. It is a basic service expectation that has been mishandled repeatedly. The lack of accountability, consistency, and follow-through from your customer service teams is unacceptable — especially for customers who maintain multiple active services with your company