5 Messages
I have a phone on my account that I never received.
I have had Xfinity internet services for years. So, I decided on December 16, 2024 to try out the Xfinity mobile service. I placed an online order for the iPhone 16, pink, 256gb. The phone was due to arrive on December 17, 2024 and was marked “Damaged” by FedEx that afternoon. I called FedEx and was told that the device would not be delivered to me and to call the shipper (Xfinity) for details. I have spoken to countless reps and one supervisor. I am being told that Xfinity will not refund me my money, or remove the phone from my account until they “investigate” with FedEx, and FedEx returns the phone that they damaged, back to the Xfinity warehouse. None of which, is my fault or concern. The phone is still showing as line on my account, and not only is it taking up the amount of available credit on my account, I’m being billed for a phone I don’t have.
Order number : [Edited: "Personal Information"]
Tracking number : [Edited: "Personal Information"]
Ticket number : [Edited: "Personal Information"]
I had a supervisor attempt to contact the credit/collections team to see if they would increase the limit on my account, to no avail. The damaged phone that I never received, is taking up the available credit that I have on my account and I’m unable to place an order for another phone. I was told this process takes 3-5 days, and it’s been over a week. I haven’t received ANY emails from the “backend” or “escalation “ or “ shipping and claims” teams that these representatives keep telling me about. What are my options? Small claims court
XfinityThomasC
Official Employee
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2.5K Messages
4 months ago
Hello, @user_mf0jpg
Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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user_mf0jpg
5 Messages
4 months ago
Update: It is now January 1st, 2025. No resolution so far.
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user_ap0p9v
Visitor
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1 Message
3 days ago
I am in the same situation but, my box was opened and empty and I refused the delivery, didnt sign for it, nothing. Been 3+ weeks, wont refund me my $170 or send me a phone. HAd to pay my other phone service for an extra month since I was transferring and my current phones battery is swollen and about to explode.
Customer service says they will email me, never receive any emails. Told I would receive a refund when the box was received back, still no refund. Sad and dissapointing. I just wanted to make my phone bill cheaper and now I have doubled it.
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