Visitor
•
2 Messages
URGENT EXECUTIVE ESCALATION: [Edit] – Unacceptable Delay and Lack of Accountability
Dear Xfinity Mobile Executive Team
I am escalating [Edit: Ticket/Claim number removed] for my Google Pixel 5a 5G, filed on September 14, 2026, which remains unresolved despite repeated follow-ups.
I was initially told that Assurant could not process the replacement because the device was missing from its database. On September 24, I was informed that a request had been raised to add it, yet there is still no resolution or meaningful update.
How can a device be covered under a protection plan but not be supported when a claim is filed? More importantly, why am I being passed between Xfinity and Assurant, with neither taking ownership?
I expect immediate executive intervention, a clear explanation, and a firm resolution timeline—not another referral to the other party.
Please take ownership of this case and resolve it without further delay. Let me know if any further details are needed.
XfinityVianney
Official Employee
•
2.9K Messages
16 hours ago
Thank you for reaching out and creating a new post. I'd like to bring us into a direct message so I can get more insight into your claim. Addtionally, we can provide support as we explore our next steps.
I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
For an example of how to send us a Direct Message, check out this link for more help: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
1