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user_spqpdd
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Thursday, July 23rd, 2026 6:43 PM

Subject: Lost in Transit - Order Cancellation and Refund Request

Hello,
I am contacting you to cancel my recent Xfinity Mobile phone order and ensure my account is not billed. The package has been stuck in transit in Norcross, GA for 8 days now and is clearly lost.
As the shipper, Xfinity must file the official lost package claim with the carrier. Please process the following immediately:
  1. File a Lost Package Claim for my shipment and initiate a Return-to-Sender intercept so the device is flagged if it moves.
  2. Cancel this pending phone order and the associated mobile line entirely.
  3. Issue an ECM (Enterprise Case Management) ticket number for this issue so I have a paper trail.
  4. Ensure that no device payments or monthly service fees are charged to my account for this missing phone.
Please provide me with the ECM ticket number and confirmation of the cancellation once complete. Thank you.

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24 days ago

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user_spqpdd

Visitor

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3 Messages

26 days ago

I've also filed a complaint with the FCC

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user_spqpdd

Visitor

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3 Messages

26 days ago

Contract canceled, and Account was refunded

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XfinityJon

Official Employee

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1.6K Messages

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.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window and press Enter to send it.

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