Visitor
•
4 Messages
Empty Box, No Phone
I ordered an iPhone 13 from Xfinity Mobile in May, as an upgrade to my current phone, using a promotion which would provide a $499 discount to be applied over 24 monthly payments. My credit card was charged the first monthly payment and sales tax for the entire purchase. When the package was delivered I signed for it but inside I found an empty iPhone box that had been cut open. There was no sign that the shipping box had been tampered with so it seems likely that the phone was stolen in the warehouse distribution center or possibly in shipping. I took photos and called Xfinity. The customer service rep seemed baffled so I followed up with a visit to an Xfinity store and a second call to Xfinity. The second rep referred the matter for investigation and gave me a reference number.
In the six weeks since then I have called Xfinity 12 times for information on the resolution of this matter. I spoke with polite and apologetic customer service reps, but got no solid status information. I also tried the online "Xfinity Assistant" with similar results. Two weeks after the investigation referral I received an email from "shipping claims" asking for details, photos, and a police report, which I promptly provided. In the month since then I sent follow-up emails twice but received no response whatsoever. Surprisingly Xfinity has credited my charge card for the first payment and sales tax. However I am still being billed for monthly payments. My most recent call, today, again provided no information.
I see that there are a number of other instances in this forum of people receiving an empty box instead of a phone. None of the other victims indicate whether or how a resolution was reached. I have filed a dispute with my credit card company but I hate to have to do that every month for the next two years of payments that Xfinity wants. Is there any way to resolve this???
Accepted Solution
XfinityAlyssaA
Official Employee
•
1.5K Messages
1 year ago
Good evening @user_06d9d9 and thank you for reaching out on our Community Forums with your mobile account concerns. We're so sorry to hear about the frustrating experience as this is never the type of experience we want for any of our valuable customers. We'd be happy to get a ticket submitted over to our mobile executive team for further assistance.
To get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
1
Accepted Solution
user_06d9d9
Visitor
•
4 Messages
1 year ago
Xfinity employees saw my post and referred it to the proper people who resolved the problem in two days! I should have posted here weeks ago.
6
user_ba04cd
4 Messages
1 year ago
I'm going through the same thing. FedEx delivered an empty box. I filed a ticket with xfinity on 7/22/23 everytime I call they tell me I'll get an email that never comes. I've filed police report. Customer service is useless and retail stores can't help. AI isn't helpful and no live chat option
0
0
user_kv4tzj
8 Messages
1 year ago
I also ordered an iPhone 14 and the box was empty. The box did not look like it was tampered with so I’m assuming it was stolen in the warehouse. The phone was ordered back in the beginning of September. I received a text saying the case was resolved but received an email at nearly the same time asking for a photo of the box and police report. The email I received requesting photo of the box and a police report is nearly 4 weeks after the incident.
one rep told me it was already resolved, another says I still need to file a police report. Is this a scam? The phone is showing deactivated on my account but payments are still due. I think I am going to call the better business bureau. This is unacceptable. And if Xfinity is aware that packages are being stolen at the warehouse, why are they having us file police reports and not investigating the shipper or warehouse of origin?
3