Request for Executive-Level Assistance with Ongoing Service Issue

Hello Xfinity Support,

My name is Derrick [Edited: "Personal Information"], and I am requesting assistance from your executive or corporate escalation team regarding a missing equipment order that has not been resolved through standard support channels.

Service Address:
[Edited: "Personal Information"]

On October 18, 2025, I ordered an iPhone 17 online through Xfinity.

• Order Confirmation #: [Edited: "Personal Information"]
• FedEx Tracking #: [Edited: "Personal Information"]

FedEx received the package from Xfinity on October 20, 2025 at 12:00 AM. It arrived at the Ellenwood, GA facility on October 21, 2025 at 6:06 AM, and was placed on a truck for delivery at 6:20 AM the same day. This was the last tracking update. The phone has never been delivered.

I filed a missing package claim with FedEx on October 22, 2025:

• Support Ticket #: [Edited: "Personal Information"]
• Reference #: [Edited: "Personal Information"]

FedEx responded on October 27, 2025 at 9:40 AM, stating they were unable to locate the shipment and have closed the support ticket.

On October 25, 2025, I visited the Xfinity store at 3655 Marketplace Blvd, East Point, GA 30344, where a representative advised me to file a police report. I did so on October 26, 2025 with the Rockdale County Sheriff's Department:

• Case #: [Edited: "Personal Information"]
• Deputy #: [Edited: "Personal Information"]

I have spoken to Xfinity customer service via phone and chat on multiple occasions, but I have not received any meaningful assistance or resolution. I am now requesting that this matter be escalated to someone in your executive office who can take ownership and help resolve this issue.

Please contact me directly at:

• Email: [Edited: "Personal Information"]
• Phone: [Edited: "Personal Information"]

Thank you for your time and attention.

Sincerely,
Derrick [Edited: "Personal Information"]