Resolution

I would like to begin by expressing my disappointment and frustration with my recent experience with Xfinity Mobile.

I have been an Xfinity Internet customer for approximately three years and have always had a positive experience. Unfortunately, since adding mobile service, the situation has become extremely stressful and disruptive.

After placing an order for new phones for my husband and myself, we immediately began receiving repeated phone calls every few minutes asking if we needed assistance activating our phones—even though the phones had not yet shipped. These calls continued until the devices arrived.

Once we received the phones, we began transferring our photos, contacts, and personal information. A few hours later, we received a call informing us that the phones we received were not the correct devices and that refurbished phones had been sent instead of the new phones we ordered. The representative instructed us to place the phones back in their original packaging, leave them outside our door the following morning, and stated that FedEx would pick them up. We were told that replacement phones would be shipped immediately.

After FedEx collected the package, we received another call from the same phone number and spoke with someone identifying himself as Michael. This caller asked whether we needed assistance activating our phones. When I explained that we were waiting for replacement devices, he stated that the previous instructions were part of a scam. This was particularly alarming because both calls came from the same phone number, [Edited: "Possible malicious number"], and from someone identifying himself as Michael.

At that point, I was informed that I might be responsible for paying for the phones that had been picked up. After receiving what felt like nearly one hundred phone calls while trying to manage work responsibilities, prepare my home for guests, and celebrate my husband’s birthday, I was told that Xfinity would resolve the issue, send replacement phones, and absorb the loss. I was instructed to wait for an email confirmation and tracking information.

No confirmation arrived on Friday or Monday. Eventually, through the FedEx app, we noticed a shipment addressed to us. We monitored the tracking information as it experienced multiple delays, including a damaged barcode. After several days, the package finally appeared to be on its way and was scheduled for delivery. However, on the day it was supposed to arrive, the tracking status suddenly changed to “Returning to Shipper.”

When I contacted Michael again, I was told that my account had been locked and that replacement phones could not be shipped to me. Instead, I was instructed to travel to the nearest Xfinity store—more than an hour away—to receive replacement devices. I was told I would need to pay the sales tax upfront and would later be reimbursed.

When I explained that this was not a reasonable solution due to the distance involved, I was again told that the situation was my fault because I had sent the phones away. I was further advised that if I did not travel to the store and activate the phones through him, I would be responsible for paying for the missing devices.

At that point, after more than a week of confusion, conflicting instructions, constant phone calls, and repeated requests for information, I requested that Xfinity Mobile simply be removed from my account. I no longer felt comfortable proceeding with the service. I was then told that I would be responsible for paying for the missing phones, and the call was abruptly ended.

This entire experience has left me feeling frustrated, misled, and concerned about the security of my personal information. I have spent countless hours attempting to resolve a problem that originated after following instructions provided by individuals claiming to represent Xfinity. The conflicting information, excessive phone calls, lack of clear communication, and threats of financial responsibility for devices I was instructed to return have created an unacceptable customer experience.

I am requesting a thorough investigation into this matter, written clarification regarding the status of my account and any devices associated with it, confirmation that I will not be held financially responsible for devices returned based on instructions provided by someone representing Xfinity, and immediate assistance resolving any remaining issues associated with my Xfinity Mobile account.

Thank you for your time and attention. I look forward to a prompt resolution.