Wednesday, November 8th, 2023 2:10 AM


Stolen iPhone 15 and Apple Watch in Transit

We ordered iPhone 15 and Apple Watch online and received empty boxes on 10/14/2023. Called and started claims but getting nowhere. Any employee can help escalate our case?


10/14/2023 Received Empty boxes
10/14/2023 Chat with Xfinity and Opened Case 1
10/23/2023 Sent supporting documents including police report
10/26/2023 Received email from Xfinity claiming supporting documents not received and closed the case
10/26/2023 Called Xfinity and opened a new case 2
10/26/2023 ReSent supporting documents again
11/03/2023 Called Xfinity and was told that refund will be done in 48 hours
11/06/2023 Called Xfinity and talked to 3 CSRs. Last CSR claimed escalating the case and will get refund in 3-5 business days
11/07/2023 Received email from Xfinity claiming supporting documents not received again
11/07/2023 Called Xfinity and was told to go to the store and have the store to send email instead.
11/07/2023 My Wife went to the store and they can't send email
11/07/2023 ReSent supporting documents again

Official Employee


1.1K Messages

7 months ago

Hello there! Thank you so much for your post on the claim for your iPhone 15 and watch. I would be more than happy to make sure you get the help you need if our team has not reached out to you already directly. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Here's the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" 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

4 Messages

7 months ago

Just sent a Direct Message with the required information. Please let us know when we can expect a resolution. Thanks.

Official Employee


1.3K Messages

We did receive your DM and we'll continue assisting there! Chat soon. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 Messages

7 months ago

Contact fcc and report a claim with them get a police report as well it only took me 5 days to y money back

4 Messages

@userjaymurphy​ thx for your message. Would u mind be more specific?

Do u mean contacting FCC and filing a compliant?

Who exactly should I report a claim with? Basically, when you said "report a claim with 'them', who is them?


4 Messages

5 months ago

After 3+ months of constantly calling, emailing, and visiting stores, Xfinity has refunded me for the stolen devices and honored the original promotion so I was able to reorder the devices without paying extra. Xfinity also took off one month of the bill to compensate for my time and the trouble they had put me through. If you are not getting any resolution with Xfinity helpdesk, this forum might be the right place to try.

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