Visitor
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1 Message
Empty Xfinity Mobile package delivered – Police report & photos submitted [Edited]
Hello,
On October 14, 2026, FedEx delivered a package that was supposed to contain my wife’s new Xfinity Mobile phone. The box arrived opened and empty—no phone inside.
I immediately filed a police report, contacted Xfinity, and submitted the police report along with the FedEx tracking information. The original ticket ([Edited: "Personal Information"]) was later closed with a note that documents were not received. After calling and resubmitting everything, a new ticket was opened: [Edited: "Personal Information"].
I have again submitted the police report, clear photos of the open/empty box, and the FedEx tracking. In a live chat today, an agent stated that no photos were showing on the ticket. I also emailed the shipping-claims team today with the same documents attached.
I am requesting:
1. Confirmation that the police report, photos, and tracking are now attached to ticket [Edited: "Personal Information"]
2. Active review of the claim and a replacement or resolution
3. Extension/pause of the trade-in window for that line, since the new device was never received
Account holder: [Edited: "Personal Information"]
Thank you for any assistance in escalating this.
XfinityCarolyn
Official Employee
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478 Messages
12 hours ago
@user_7wbksv, thank you for providing those details. I can certainly understand how concerning it must be to receive an empty package when you were expecting a new device. We appreciate the steps you've already taken, including filing a police report, providing the FedEx tracking information, and submitting photos of the package. Since you've advised that you resubmitted the documents under the new ticket and also sent them to the shipping-claims team, we'd like to review the claim status more closely.
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