Empty Xfinity Mobile package delivered – Ticket ECM0026243514 – Police report & photos submitted

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 (ECM0026122193) was later closed with a note that documents were not received. After calling and resubmitting everything, a new ticket was opened: ECM0026243514.

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 ECM0026243514

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: Allen Holl

Thank you for any assistance in escalating this.