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Himo90yu
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09/29/2026 8:59 PM

New iPhone 18 pro max being sent to Wrong address!

I am opening a new Xfinity mobile line and buying a new iPhone 18 pro max from Xfinity mobile with a trade in. However, when I received the FedEx tracking number this morning, it is being sent to a completely wrong state! I called right away and the rep opened a ticket [Edited: "Personal Information"] which mysteriously closed in a few hours, and nothing is being correct! The FedEx shipment [Edited: "Personal Information"] is now showed picked up and estimate to be delivere tomorrow, to this complete wrong address. The rep I called is just trying to sell me Apple Watch which I don’t need at all without actually helping me resolve this. When I called FedEx, they said only the shipper can reroute it. Someone from Xfinity mobile need to help call FedEx right away!!

this is absolutely absurd for a new customer 

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22 days ago

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XfinityBradM

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1.7K Messages

22 days ago

@Himo90yu For Xfinity Mobile shipping we only ship devices to the Xfinity core service address. Did you want the phone to be shipped to an alternate address than where the account is registered? 

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Himo90yu

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in my case, somehow the address Xfinity mobile was shipping to is completely different from my core service address.

newest update is that, the package was shown delivered although some delivery exception was shown for FedEx [Edited: "Personal Information"].. I did called customer service who opened ticket

[Edited: "Personal Information"]to approved a “shipping claim”. But I see that the tax for this never-received iPhone 18 pro max was charged to my credit card on 9/28 when it first shipped (to that wrong address). Could you help with refunding that?

thanks 

(edited)

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22 days ago

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XfinityBradM

Official Employee

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1.7K Messages

Our team can definitely dive into the situation further and issue any appropriate adjustments. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon in the top right corner

Click the "Start new conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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22 days ago

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