Can’t activate phone & can’t return it, either.

On Nov 29, I ordered an iPhone 12 via my Xfinity Mobile account.

it arrive two days later. When Imwent to activate it, it didn’t appear in my list of devices online. I couldn’t activate it. I chatted with a customer service agent who told me not to worry, the phone would be connected to my account within 24 hours.

It wasn’t.

I contacted customer service again and was told a similar story. 

On Sunday, Dec 3, I contact customer service again. And again, they were unable to activate my phone, connect it to my account, or tell me what was causing this problem.

I asked to just initiate a return. They kept me on hold almost an hour before telling me they couldn’t provide me with a return label for 48-72 hours. The label never arrived.

They sent me a case number and that was it. I’ve received no explanation of what is causing this problem and why they can’t either activate the phone I paid for or let me return it. I’ve also received no timeline for when I can expect this problem to be fixed. Meanwhile, my return window will close on Dec 13.