Visitor
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1 Message
Stolen Phone
I ordered a new iPhone 17, and it was stolen by the carrier (FedEx). On the day it was marked as delivered—requiring a signature—I was handed an empty box. Xfinity filed a claim, but I feel like I’m the one being punished. I still haven’t received a refund, and they’re requiring me to file a police report and provide photos and videos. It’s been over two weeks, and I don’t believe I should be responsible for an issue caused by their carrier. I requested a refund and asked to purchase the phone in-store instead, but I haven’t received the refund, and I’m unable to buy a new phone because the claim is still open.
XfinityQuemekia
Official Employee
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742 Messages
13 hours ago
Hello @user_9uyaqi, we understand how incredibly frustrating and unfair this situation feels, and we're so sorry you're going through this. The requirement for a police report and photos is standard procedure for theft claim with Xfinity Mobile. This is needed to complete the investigation into what happened with FedEx and is not an attempt to blame you. Your account cannot be refunded or used for a new purchase until the current claim is fully investigated and closed. We apologize for the lengthy process you've had to endure. We know this is a difficult waiting period, and we appreciate your continued patience.
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