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Erroneous Stolen/Blacklist Block After Paid-Off Device and Account Closure
Hello Xfinity Support Team,
I am writing to request an immediate escalation to a Tier 3 technical support specialist or an Executive Care team member who has direct database write-access to the GSMA Blacklist Registry.
My device has been erroneously blacklisted as "lost or stolen," and standard customer support (via phone, in-person, and online chat) has repeatedly failed to resolve the issue over the past year despite claiming it was fixed.
Here are the facts of my case:
- The Issue: My device was completely paid off in full and officially unlocked by Xfinity Mobile.
- The Glitch: Immediately after paying off the phone, I closed my account and migrated my line to another carrier. The automated system appears to have flagged the disconnected device line as a lost/stolen event, triggering a permanent global IMEI block.
- Current Status: The phone is entirely mine, fully paid for, and has never been lost, stolen, or subject to an insurance claim. I have spent over a year fighting this.
Because I have already initiated formal regulatory escalations regarding this device, I need a backend engineer to manually log into the carrier database, clear the "lost/stolen" flag, and push the removal update out to the national registry. Please escalate this to a specialist who can verify the financial clearance of this device and manually submit the IMEI whitelist request. Thank you for your prompt attention to correcting this error.
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