Blacklisted/Blocked Device

I purchased a brand-new device from an Xfinity store and shipped it to another state. Before I was able to activate the line, the package was lost in transit.

When I contacted Xfinity, I was instructed to activate the lost device so it could be blacklisted, after which I was directed to Assurant for a replacement.

Assurant sent a refurbished device, despite the fact that I purchased and am paying for a brand-new device.

Two days later, the original brand-new phone was delivered. After Xfinity removed the original $500 promotional discount from my account and expected me to continue using a refurbished replacement while paying for a new phone, I requested to use the original brand-new device instead.

Xfinity instructed me to return the refurbished device to Assurant so my deductible could be refunded and the original device could be removed from the blacklist. Assurant confirmed they received the refurbished phone, confirmed the original device was being removed from the blacklist, and told me to contact Xfinity to activate the line.

That is where this turned into a complete nightmare.

An Xfinity phone representative told me to visit a retail store because they could activate the device. The retail store told me they could not do it and that it had to be handled by Xfinity Customer Care. I then spoke with a Customer Care supervisor, who told me the store was my last option because they would be able to activate it. I returned to the store only to be told, once again, that they could not do it and that it had to be handled over the phone. Instead, they submitted a service request.

This cycle has continued for nearly three months.

For almost three months I have been paying for a phone that I cannot use because Xfinity has failed to activate it. Every representative points me to someone else. Every department contradicts the previous one. No one seems to know who is actually responsible for fixing this issue.

This is completely unacceptable.

I have done everything your representatives have instructed me to do. My account is in good standing. My bills have been paid. Yet your company continues to waste my time by sending me back and forth between Customer Care, the retail store, and Assurant with no resolution.

What makes this even more frustrating is that no one has been able to explain why removing a device from a blacklist takes months. If the device could be blacklisted almost immediately, there is no reasonable explanation for why restoring it has become a three-month ordeal.

To make matters worse, Xfinity removed my original $500 promotion, replaced my new phone with a refurbished device, and has not offered any meaningful compensation for the countless hours I have spent trying to resolve a problem that your company created.

At this point, I have completely lost confidence in Xfinity's ability to resolve this matter. If this issue is not resolved immediately, I will be exploring all available legal options and filing complaints with the appropriate consumer protection agencies. I should not be paying for a device that your company refuses or is unable to activate.

I want this issue resolved immediately. If Xfinity cannot activate the device without further delay, I want my service canceled without penalty and a full resolution for the financial losses and inconvenience this company has caused.