Visitor
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1 Message
New phone delivery missing
I ordered a Galaxy S24 with the trade-in of my old phone about 3 weeks ago. The UPS lost it, we never received it. Xfinity says we need to cancel the order and redo the process, after we receive the cancellation email. We have never received the cancellation email or the new phone. Been calling and chatting several times but nothing has been resolved. In the meantime, all the fees have been charged on our account. Please resolved this.
XfinityAirelle
Official Employee
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2.7K Messages
5 days ago
Thanks for reaching out — we know how frustrating this has been, especially with a missing device, no clear updates, and charges still hitting your account.
If the phone was lost in transit and the order needs to be canceled and redone, you should absolutely have received a cancellation confirmation by now. We want to help move this forward and make sure you're not stuck waiting in limbo or being charged for something you never received.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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