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user_stsyu1
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Visitor

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5 Messages

08/23/2026 11:47 PM

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i watch stolen before it was delivered watch on account

I’m getting no where with the reps over the phone. I have called and spent hours already.  There is still the stolen watch on my account and duplicate watch from an error when the rep was pairing a watch. The watch was stolen before it was delivered and the shipment was delivered without the watch. These need to be removed from my account. I have filed a police report and multiple cases. If this is not resolved I will be filing a claim with FCC , better business bureau and State DA. I have spent hours on this it’s just wrong and unnecessary stress . I will be cancelling all services of not resolved as well. 

I am not paying for something that was never even received they can file a claim with FedEx. FedEx said they don’t even see a claim filed . I am also not paying for a reps error in adding duplicate watches to my account. You can see there was only ever 3 shipped. This is extremely concerning and is causing me to lose all trust in this company.

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5 days ago

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XfinityJeniece

Official Employee

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4.3K Messages

13 days ago

Hey there, @user_stsyu1, thanks for reaching out through Xfinity Forums regarding your Xfinity Mobile device. We would be happy to take a look into the claim. Can you please send us a Direct Message with your full name and your full address, so we can take a look at your account?

 

How to Send Us a Direct Message:

  1. Click “Sign In” if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:” line, type “Xfinity Support.”
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:” line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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user_stsyu1

Visitor

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5 Messages

@XfinityJeniece​ yes I have set the direct message 

13 days ago

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XfinityJamesC

Official Employee

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3.1K Messages

5 days ago

Thank you for sending us a direct message, @user_stsyu1! We were able to put you in touch with one of our amazing Xfinity Mobile executives, who was able to remove those watches and refund what you had already paid. I really appreciate your efforts to work with us and ensure everything was taken care of. Please feel free to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help, 24 hours a day, 7 days a week.

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