Visitor
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4 Messages
Stranded without a phone
My daughter phone broke and she is out of town. She called xfinity they wouldn’t help her so she conf. Me in to add her to the act. Then they said they will NOT mail a replacement phone (which I bought) to her in Charleston and would only mail the phone to the address on the act. So she is stranded in Charleston without a phone. I tried to explain as they said well after 3 failed fedex dlvry attempts then we could request it to be sent to a fed ex location in Charleston where she can pick it up. They would rather leave her without a way to communicate even though after 6 different security questions I answered they still wouldn’t do it. Verizon never would do this to their customers. How can I fie a formal complaint? I am going to write our attorney general and BBB too
XfinityCliff
Official Employee
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686 Messages
18 hours ago
Hello @user_hfts60, and thank you for reaching out and for sharing your experience here on our Xfinity Community forums.
I can certainly understand how concerning this situation must be, especially when your daughter is away from home and without a working phone.
For security and fraud-prevention reasons, Xfinity Mobile devices are generally shipped only to the service address associated with the account. While successfully completing account verification confirms access to the account, the shipping restriction itself is a separate safeguard designed to help prevent unauthorized device orders and account fraud.
The goal of this policy is to ensure that high-value devices are delivered to a verified address already associated with the account. While that can be frustrating in situations like this, the restriction is intended to protect customers from unauthorized shipments and account takeovers.
One potential alternative may be for your daughter to visit a nearby Xfinity Store. Depending on device availability, account permissions, and the type of replacement involved, a store may be able to assist more quickly than a shipped device. Calling the store ahead of time to verify inventory and available options would be recommended.
In some circumstances, after a shipment has been released to the carrier, additional delivery management options may become available through the carrier, including holds for pickup at approved locations, subject to their policies and verification requirements.
I understand that none of these options are as convenient as shipping directly to your daughter's temporary location, but the shipping limitation is generally in place to protect the account and the device rather than to prevent assistance.
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user_hfts60
Visitor
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4 Messages
15 minutes ago
Xfinity wasted over 2 hours of my time and didn’t solve the problem. I paid a nurse to go get my daughter met a prepaid phone and once we get the new phone we will transfer all lines to Verizon. Your service is terrible and clearly common sense doesn’t over rule a terrible policy.
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