Two Xfinity Mobile orders 9 days late - store quoted 2 days, confirmation said backorder, then a false arrival email

I am a Diamond-tier Xfinity customer with both home internet and Xfinity Mobile, and I need someone from Xfinity to actually own this, because nine days in nobody has.

WHAT I ORDERED

On 9/1/2026 at Xfinity Store #59003 (8286 Northfield Blvd, Denver) I ordered a Samsung Galaxy Z Fold8 Ultra on a 36-month device payment plan and paid $198.37 up front. On 9/2/2026 I ordered an iPad Pro 13-inch (M5) on a 36-month plan and paid $170.76 up front plus a $20 tablet fee. Order numbers end in ...[Edited: "Personal Information"] and ...[Edited: "Personal Information"].

WHAT I WAS TOLD, AND WHAT THE PAPERWORK SAID

The representative in the store told me both devices would arrive in about two days. The order confirmation email Xfinity sent me SIX MINUTES after that conversation says BACKORDER, with Xfinity's own availability dates of 9/14 and 9/9. So the two-day quote was contradicted by Xfinity's own system before I got to my truck. When I went back to the store and asked to expedite or swap for in-stock equivalents, I was told no.

WHAT HAS HAPPENED SINCE

- Two "your device has shipped" notices with UPS tracking numbers that do not say which order they belong to or which device is inside. Both require a signature. I still cannot tell what is on either truck.

- On 9/8 at 7:36 PM I got an email from Xfinity saying my order had ARRIVED. It had not. Nothing was delivered that day or since.

- As of today, 9/9, I have $369.13 of my money out, $3,349.80 financed, and zero devices.

WHY THIS IS NOT A NORMAL LATE ORDER

The mobile line on that Fold order, ending 3117, is the number my customers call. I run a construction company. Every day this drags is a day my business number is on a phone that is being replaced and a tablet I bought to run jobs off of does not exist.

There is also a $450 device promotional credit attached to the Fold order that requires activation within 30 days of the ship date. I am not going to lose that credit because Xfinity cannot ship the phone.

WHAT I AM ASKING FOR

1. Tell me which tracking number carries which device, and give me a firm delivery date I can hold you to.

2. Protect the $450 promo credit in writing regardless of when the phone actually ships.

3. Waive the $20 tablet fee and the line activation fee.

4. A good-faith service credit for a delivery date your own paperwork contradicted six minutes after your representative gave it to me.

5. A written explanation of the false 9/8 arrival notice.

I have already sent a full written complaint to Comcast executive customer relations. Two of the published escalation addresses hard-bounced with "550 5.1.1 User Unknown," which is its own problem worth fixing.

I would like an official Xfinity representative to pick this up. I will provide full order numbers, account numbers and the tracking numbers by direct message.

Douglas [Edited: "Personal Information"]