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My phone order not delivered but returned to Xfinity while marked as completed by FedEx on Xfinity website
I am writing to request an urgent executive escalation regarding my Xfinity Mobile order.
FedEx has incorrectly closed out or marked this order as completed with Xfinity, but I never received the device. FedEx attempted a delivery on Wednesday, 10/21/2026, at 6:28 PM in Upper Marlboro, MD, and left a delivery exception notice. Due to a routing and holding timeframe issue, the package was immediately processed for a return.
The official FedEx tracking history explicitly states:
"Returning package to shipper - Shipment was not picked up within required timeframe - Unable to deliver shipment - Returning to shipper"
"Returning package to shipper - Shipment was not picked up within required timeframe - Unable to deliver shipment - Returning to shipper"
Because Xfinity is receiving this inventory back directly from the carrier, I need an escalation manager to correct this shipment status on my account so I am not billed for a device I do not possess.
Furthermore, this order was placed using a high-value promotional trade-in credit that has since expired. I did not cancel this order; it is a carrier delivery failure. Please assign an agent who has the administrative authority to manually port over and honor my original, expired trade-in promotion onto a forced replacement shipment or a new manual order.
Thank you, and I look forward to your prompt response to resolve this tracking and promotional discrepancy.
I have called several times to solve it from the onset, tracking talking to some agents who weren’t sure and didn’t know what they are doing, was told I will receive an email of which I will respond and provide screenshots evidence which I never did, called again and was told it was sorted and my phone will be delivered 2/3 business days, received a notification stating it was to be delivered today, took absent and waited only to check and realise it was delivered back to Xfinity.
No Responses!