Visitor
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2 Messages
Xfinity Mobile Shipment Missing 2 of 3 Phones — Need Help With Replacement
I’m hoping someone can help me with an Xfinity Mobile delivery issue.
I ordered 3 phones from Xfinity Mobile, but when my FedEx package arrived, 2 of the 3 phones were missing from the package. The package was delivered, but the two phones were not inside.
I contacted Xfinity Mobile customer service to file a d claim as well as filed a police report. But as far as next steps I keep getting different answers.
Has anyone dealt with a similar situation where phones were missing from an Xfinity shipment? Were you able to get replacement phones at the store, or did you have to wait for an investigation to be completed?
I’m specifically missing an iPhone 17 and an iPhone 17 Pro (512GB). I’d really appreciate any advice from someone who has gone through this process.
XfinityFrank
Official Employee
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2.6K Messages
5 hours ago
Hi there, @user_e1nvqw. Thanks for reaching out to us here on the Community Forum and sorry to hear about the trouble with your shipment, that is absolutely a frustrating situation. If you've contacted us and opened a case, you should have been prompted via email to submit documentation for the claim. At that point, you would be waiting for that information to be processed and would be contacted about next steps after the investigation is completed. Usually within 30 days or less.
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