2 Messages
Stolen iPhone during shipping and Xfinity will not help me
I ordered a new pink iPhone 16 Plus 256G from a Xfinity store to be shipped to my house on Monday October 21st, 2024. The package was delivered by FedEx on Thursday October 24th, 2024. My husband signed for the package and then went inside our home to open it. Upon opening it, he discovered the package was filled with metal bolts and hose clamps instead of the iPhone we ordered. We, then, tried to contact the Xfinity store about the stolen iPhone and they said “it’s been happening a lot recently. You need to file a police report”. Seems fishy to me that Xfinity seems to know this is happening a lot. On top of it all, Xfinity wants to continue to charge us for this phone that never delivered nor has been activated. This incident has happened almost 2 weeks ago, and I have YET to get a response. I have called the Xfinity mobile number and used the online chat every day since the incident. I've been told different wait times for a solution, and no one seems to know the process. I did my part and filled a police report as requested. Has Xfinity told me what to do with the police report? No.
The fact that Xfinity isn't taking responsibility for this is absolutely absurd to me. I have been a loyal Xfinity customer for 10 years and this is how we get treated.
I called again today (11/5), and I was informed that I should receive an email by November 7th. However, given the customer service I've received thus far, it's hard to have confidence in that resolution date.
XfinityJamesC
Official Employee
•
1.7K Messages
16 days ago
Greetings, @taylaumiz! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear your phone was stolen. That must be extremely frustrating, but you have definitely come to the right place for assistance.
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 “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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