Visitor
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1 Message
Phone never delivered. Xfinity REFUSES to cancel order.
I upgraded a line on my account on Oct 18th (online). The phone was scheduled to be delivered Oct 21st. Well, it is now Oct 30th and I still do not have a phone. FedEx still shows it in Tennessee and it’s been there since Oct 20th- stolen or “misplaced” by one of their workers I presume. Xfinity can see the tracking info just like I can.
But..
1. Xfinity REFUSES to cancel the pending order until they receive the phone back to their warehouse. Yes, the phone I never received.
2. Xfinity REFUSES to issue my refund of $190 (taxes and AppleCare+) until they receive the phone back to their warehouse. Again, the phone I never received.
3. I am unable to upgrade the line in-store because of the pending order on the line.
4. Xfinity 1st level support has “opened” 3 separate ECM tickets, each time telling me someone will reach out to me via email; no one has reached out to me for any of the tickets.
So now my son is stuck without a working phone until Xfinity decides otherwise. I’m seriously thinking about switching after this!
XfinityRoberto
Official Employee
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2K Messages
3 days ago
Hi there and welcome to Comcast @user_z518kx. I am sorry to hear that you have not received your new mobile device. You are in the right place and we are happy to take a look at your mobile order.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
Let me know if you have any questions.
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