Urgent Complaint Regarding Mishandled Phone Order and Poor Customer Service

Dear Xfinity Mobile Customer Support,

I am writing to formally express my deep dissatisfaction with a recent experience involving my order for a new phone through Xfinity Mobile. I have been a loyal customer, but the way this situation was handled has left me frustrated and disappointed.

I placed an order for a new phone and was charged $87 to cover taxes and other associated costs. The package, which required a signature upon delivery, was received and signed for. However, upon opening the package, I was shocked to find that the phone had been removed and replaced with a roll of toilet paper.

I immediately contacted Xfinity Mobile’s customer service to report the issue. I was instructed to file a police report, which I did without delay. When I called back to provide the report details, I was assured that I could visit an Xfinity store to receive a replacement phone. The representative even scheduled an in-person appointment for me, leading me to believe that Xfinity Mobile was taking swift action to resolve this matter. Unfortunately, my expectations were completely misled.

Upon arriving at the Xfinity store, I was met with a completely different reality. The store representatives were sympathetic and acknowledged that package theft by FedEx was a known issue. They recorded my police report number and collected the necessary evidence, such as a picture of the box. However, they informed me that the information I was given over the phone was incorrect—I would not be able to receive a replacement phone at the store. Instead, I was told that my $87 would be refunded and that I would have to go through the entire phone order process again.

Additionally, I was informed that I would not be able to obtain a new phone for at least two weeks due to a restriction on my phone number’s ability to be ported. This restriction effectively traps me in a situation where I am left without a phone, no refund, and no alternative resolution. To make matters worse, I was charged my regular monthly bill today, despite not having access to the service I paid for.

This experience has been unacceptable. I have followed every instruction provided to me, yet I have been met with misinformation, lack of accountability, and no meaningful effort to make this situation right. I expect Xfinity Mobile to take immediate action to resolve this issue by:

Processing my refund of $87 immediately if it has not yet been completed.

Providing a new phone as a replacement without requiring me to restart the purchase process.

Lifting the phone number restriction so I can port my number if I choose to leave Xfinity Mobile.

Compensating me for the stress, inconvenience, and delay I have experienced.

I urge you to address this matter as soon as possible and provide a resolution that reflects the level of service Xfinity Mobile should be known for. Please respond promptly with a clear action plan to rectify this situation.