Defective Xfinity Warranty Replacement

This matter is extremely time-sensitive because my daughterr is scheduled to travel internationally in less than one week and currently has no functioning phone due to a defective warranty replacement sent through Xfinity Mobile’s device protection program. I am requesting your immediate assistance.

I am a Xfinity Mobile customer and pay monthly for device protection. After my daughter’s iPhone was accidentally damaged, I filed a warranty claim and paid the required $100 deductible for an overnight replacement.

The replacement phone arrived on time, but it was defective upon arrival. The iPhone displays “Carrier Lock: SIM Locked” and cannot be activated on the Xfinity Mobile network. I have screenshots documenting this.

Since receiving the replacement, I have spent approximately eight hours trying to resolve this issue, including:

• Nearly two hours at a local Xfinity store
• Approximately two hours on the phone with Xfinity Mobile
• Approximately four hours in online chat sessions
• Multiple conversations with Assurant
• Waiting for promised callbacks that never occurred

Although both Xfinity Mobile and Assurant acknowledge there is a problem, Assurant has informed me they will not send another replacement until they receive and process the defective phone they shipped to me. As a result, my daughter could be left without a working phone for another week or longer because of an error that was entirely outside of our control.

Given her upcoming international travel, this delay is simply unacceptable. A working phone is essential for communication, navigation, travel notifications, and emergency contact while she is outside the United States.

I respectfully request:

• Immediate overnight shipment of a functioning replacement iPhone without waiting for the defective phone to be returned.
• A prepaid return label so I can promptly return the defective device.
• Reimbursement of my $100 deductible, or an equivalent account credit.
• An appropriate credit for the period during which my daughter has been without phone service because of this defective replacement.

I have already attempted to resolve this through every normal customer service channel available. Because no resolution has been provided, I have now filed formal complaints with both the Federal Communications Commission (FCC)and the Massachusetts Attorney General’s Office.

I have always paid for device protection with the expectation that, if I ever needed it, my family would receive prompt and reliable service. Instead, we have been left without a working phone, despite paying for overnight replacement coverage.