n-ross's profile

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Tuesday, January 12th, 2021 7:00 AM

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Xfinity Mobile Lost cell phone order

On November 18, 2020, I ordered an iPhone Pro Max online from Xfinity Mobile. I was informed shortly after that it was back-ordered until December 12. On December 13 I received a very upbeat email stating my phone had shipped and that I would need to be home on December 15 to sign for the order.  I remained home on December 15 and 16 and 17, waiting for delivery.  Also on December 13, Xfinity charged my on-file credit card for the order.  On December 17 I called FedEx trying to find out what happened which amounted to 1 hour and 10 minutes of more wasted time. I called again on the 18 and 19 and 20, finally FedEx informed me the phone was considered lost at the Baltimore Distribution Center and I should call Xfinity. I did that and on December 21 Xfinity opened an investigation.  I was told it was simple to investigate because the tracking number indicates the package never left Baltimore and should be completed in 3-4 days.  I have called every day since December 27 and have been on hold for over 24 hours total, I've been misled and lied to and put on hold in an effort to get rid of me.  Xfinity does not care that they have had my $1271.99 for a month, that their shipper FedEx stole their phone in Baltimore or that I am a frustrated customer. Overall I would give Xfinity Mobile one star if that...

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Expert

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32K Messages

5 years ago

@n-ross 

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.

Visitor

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2 Messages

4 years ago

I am having the exact problem: order placed on 9/3/2021, order never arrived on 9/7/2021 as indicated.  Loss of time and income due to "needing to be home to sign for the phones" and opened a case w both Fed Ex AND Xfinity with which was told I'd have someone follow up in regards to this loss and refunding me taxes and fees already paid for the devices.  I asked if I was able to simply go into the store location to pick up devices instead due to the lost package, stated I'd have to wait until I heard back from someone to confirm I'd be getting a refund and only then could I go into the store to try this whole order process- again. In the meantime, the account reflects a new bill due next month (HOW? when I haven't even received nor activated services yet?) and on top of that, one of the lines I've added to the plan, does not reflect the phone discount (as we got 4 free phones).  This process has been a NIGHTMARE so far. I'm considering trying a whole different provider altogether or staying w my current provider.  So far Xifinity Mobile has been nothing short of terrible!! At this stage, I am still waiting on a response regarding my LOST ORDER. 

Visitor

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2 Messages

4 years ago

I am having the exact problem: order placed on 9/3/2021, order never arrived on 9/7/2021 as indicated.  Loss of time and income due to "needing to be home to sign for the phones" and opened a case w both Fed Ex AND Xfinity with which was told I'd have someone follow up in regards to this loss and refunding me taxes and fees already paid for the devices.  I asked if I was able to simply go into the store location to pick up devices instead due to the lost package, stated I'd have to wait until I heard back from someone to confirm I'd be getting a refund and only then could I go into the store to try this whole order process- again. In the meantime, the account reflects a new bill due next month (HOW? when I haven't even received nor activated services yet?) and on top of that, one of the lines I've added to the plan, does not reflect the phone discount (as we got 4 free phones).  This process has been a NIGHTMARE so far. I'm considering trying a whole different provider altogether or staying w my current provider.  So far Xifinity Mobile has been nothing short of terrible!! At this stage, I am still waiting on a response regarding my LOST ORDER. 

Official Employee

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2.3K Messages

Hello, @user_434252! Thank you for reaching out to us over our Community Forums. I do apologize you are having concerns with your Xfinity Mobile service, and receiving your devices. I would recommend reaching out to our Xfinity Mobile team directly to have this resolved.

 

The team can be reach at:

• SMS Text Message: 1 (888) 936-4968 

• Phone: 1 (888) 936-4968 

• Chat: https://comca.st/39aRisI

 

If you are unable to reach the team, please send us a private message with your name, and service address. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle, and signed into your Xfinity account. Thank you!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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