Issue with my brand new iPhone and glitches which also control my medical device

Date: September 19, 2026

Subject: Formal Complaint and Request for Escalation — Xfinity Store at The Streets 

To Xfinity Customer Service and Management,

I am writing to report a serious customer-service issue at the Xfinity store on Sand Creek Road at The Streets of Brentwood in Brentwood, California, and to request immediate escalation.

I purchased a phone from Xfinity on September 3, 2026. Within the first week, the screen, camera, and touch response began malfunctioning. This is particularly serious because I have Type 1 diabetes and rely on my phone to control my Tandem Mobi insulin pump. I need a reliable device to manage my insulin safely.

On September 19, I visited the store to ask whether the phone could be exchanged. The first employee (Brian)told me that exchanges were allowed within 14 days and that, otherwise, I would need to contact Apple. When I asked him to verify my purchase date, he told me to take a number and wait in a long line. He did not offer meaningful assistance, so I left.

I then spent approximately 45 minutes on the phone with an Xfinity representative named Lauren. After checking my account, she confirmed that the phone was purchased on September 3 and told me it could be exchanged. After placing me on hold several times, she ultimately said she could not process the exchange and instructed me to return to the store.

I returned to the store, made a 5:15 p.m. appointment, and came back at that time. The front-desk employee and the employee who assisted me were courteous and helpful. However, I was told that the 14-day exchange period had expired.

I then spoke with the store manager and explained that the phone was malfunctioning and was needed to operate my insulin pump. I asked whether she could contact a supervisor or another department for assistance. She repeatedly stated that she had read the policy and that there was nothing she could do. No escalation or alternative solution was offered, despite the medical-device implications.

After spending more than an hour being directed between the store and customer service, I became extremely frustrated and used inappropriate language toward the manager (Andrea) I regret doing so. I was then told that I was no longer welcome in the store. I left upset and in tears.

I contacted Apple afterward and was told that I needed to purchase AppleCare to obtain a replacement. I paid $15 for AppleCare and must contact Apple again to arrange the replacement. I believed my Xfinity 5G plan and device coverage would provide assistance with phone problems, but I received no effective support from Xfinity.

Please review:

1. The purchase and service history for my phone purchased on September 3, 2026.
2. My approximately 45-minute call with Lauren.
3. My interactions at the Brentwood store on September 19.
4. The conduct and response of the store manager.
5. Whether an escalation process should have been offered.
6. Whether Xfinity will reimburse the $15 AppleCare charge and any related reasonable expenses.
7. Whether Xfinity can assist with the defective phone and the inconvenience I incurred.

I have been an Xfinity customer for more than 30 years. I understand that policies exist, but I expected reasonable assistance and escalation after explaining that the phone is connected to a medical device. Instead, I felt dismissed and left without meaningful support.

Please escalate this complaint to a supervisor or appropriate management representative and contact me as soon as possible.

I can be reached at [Edited: "Personal Information"].

Sincerely,

[Edited: "Personal Information"]