Visitor
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4 Messages
Executive Customer Relations Escalation – Undelivered Mobile Device Returned / Line Incorrectly Activated
I am requesting escalation to Executive Customer Relations regarding an unresolved Xfinity Mobile device, activation, and billing issue.
On September 10, I purchased a phone through my local Xfinity store in Olympia, WA. I specifically told the representative that I was leaving town September 14 and was assured the phone would arrive before I left. It shipped September 11 via UPS Second Day Air with signature required, but UPS did not attempt delivery until September 15, after I had already left town.
Because I was unavailable to sign and UPS could not arrange delivery when I would be available the following week, I had the package returned to sender. I never took possession of, opened, or used the phone.
Despite this, Xfinity assigned a telephone number and activated the line on September 15—the same day UPS unsuccessfully attempted delivery.
UPS subsequently returned the device to Xfinity. Tracking confirms Xfinity received it at its Mount Juliet, TN return location on September 21. I have the complete UPS tracking history and proof of delivery back to Xfinity.
The mobile line remains on my account, and I have not received the appropriate credit/refund for the device.
I have made repeated attempts to resolve this through Xfinity Mobile customer service. I have specifically requested a supervisor but have been unable to get past frontline customer service.
I am requesting assistance from Executive Customer Relations/Executive Resolutions to:
• Cancel the incorrectly activated mobile line retroactive to September 15 and reverse all associated service charges, taxes and fees.
• Process the full credit/refund for the device Xfinity received back on September 21 and remove any device-payment obligation.
• Confirm that no restocking fee will be assessed since I never received or opened the device.
• Provide written confirmation that the device and line have been completely removed from my account and that there will be no adverse collection or credit reporting related to this matter.
I can provide my order information, UPS tracking and proof of return, and account information privately to an Xfinity employee. I am specifically requesting escalation rather than another referral to general Xfinity Mobile customer service.
user_gzyv8p
Visitor
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4 Messages
2 days ago
UPDATE – September 23, 2026
I received notification from UPS this morning that a lost-package investigation had been opened regarding the original outbound shipment. I contacted UPS directly, and UPS confirmed to me that Xfinity initiated the lost-package claim/investigation.
This is particularly concerning because UPS's records already establish that the device was returned to Xfinity. After the unsuccessful delivery attempt on September 15, I requested Return to Sender. The return was processed under the associated return tracking number, and UPS has provided me with formal Proof of Delivery showing that the package was delivered in Mount Juliet, TN on September 21, 2026 at 12:55 PM and received by CTDI.
I therefore have documentation showing both the Return-to-Sender process and Xfinity's receipt of the returned device prior to the lost-package investigation being opened.
I am requesting that Xfinity reconcile its lost-package claim with UPS's documented Proof of Delivery and escalate this matter to Executive Customer Relations/Executive Resolutions. I remain responsible on my account for a device I never received and a mobile line that was activated despite my never taking possession of the phone.
I can provide privately the original outbound tracking number, return tracking number, UPS Proof of Delivery, and documentation concerning the lost-package investigation.
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user_gzyv8p
Visitor
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4 Messages
1 day ago
UPDATE – September 24, 2026
I have now discovered that Xfinity Mobile posted a $2,520.79 credit to my account dated September 22, one day after UPS confirms that the returned device was delivered to Xfinity's Mount Juliet return facility and received by CTDI.
As of today, the $2,520.79 has not been refunded to the card I originally used for the purchase, so I am awaiting confirmation of how and when this credit will be returned to me.
I have also checked the mobile line that was activated on September 15 for the device I never received. The line now shows as inactive, although it still appears on my account. I am requesting confirmation that the line has been cancelled effective back to September 15 and that all service charges, taxes and fees associated with that line will be reversed.
These account changes also appear to confirm that Xfinity processed the returned device after receiving it on September 21. I therefore remain concerned about why Xfinity subsequently initiated a lost-package investigation with UPS regarding the original shipment.
I am still requesting a response from Executive Customer Relations/Executive Resolutions addressing the complete matter and providing written confirmation of the final resolution.
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user_gzyv8p
Visitor
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4 Messages
13 hours ago
Thank you for responding. I appreciate your assistance. The $2,520.79 refund has now been returned to my original payment method as of today, September 24. There are still unresolved aspects of this matter that I would like to address, particularly the mobile line that was activated for a device I never received and the subsequent lost-package investigation that UPS confirmed was initiated by Xfinity after the returned device had already been delivered to Xfinity/CTDI. I will send the requested information to Xfinity Support privately so we can hopefully bring the entire matter to a complete resolution.
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