5 Messages
Ordered Device stolen by Fedex
I received two boxes from Fedex. The larger box had an the ordered Ipad in it along with the order receipt and activation QR Code. The smaller box was empty except for the receipt with the phone info and IMEI, as well as the activation QR code. I was able to submit a ticket today by calling in, however I was told I would hear back on a resolution by 2/7, and I have a feeling the escalation process for this is more time sensitive than the quoted expectation. The agent I spoke with also advised me I'd still have to send in my device (currently in use) or I would lose the credits to my account. I was hoping to get more clarity on some of my questions and verify I at least have started the right escalation process.
Accepted Solution
XfinityAmandaB
Official Employee
•
2.9K Messages
2 hours ago
@MedxJad Thank you so much for stopping in for help with your stolen device. I can understand the sense of urgency when a device goes missing, and I would be happy to break down the process. First, we would open a ticket with our Shipping team that would ask for a copy of a police report and images of the box when it was received. Once that information is received, they will start an investigation on our end to take care of the device and remove it from the account. Once that is completed, your account will be reset for a new purchase. If this was just reported today, 2/7, does sound about right for the shipping team. This allows time for all documents to be received and uploaded. You should receive an email from our team to get the needed documents uploaded.
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