Unresolved Device Replacement Request Since October – No Supervisor Access, No Resolution

I am posting here because standard support channels have been unable or unwilling to resolve an issue that has now been ongoing since October.

I initiated a covered device replacement request in October under my Xfinity Mobile Care coverage. Despite repeated follow-ups, no replacement device has been shipped, no account credit issued, and no settlement provided.

Today, during live chat support:

• I requested escalation to a supervisor

• I was repeatedly told that no supervisors were available

• I declined a callback and asked to wait in chat, which was refused

• I was offered no alternative resolution

• The interaction ended without action

The agent provided a LAN ID (hk4qvq) and advised me to take screenshots of the chat, which I have done.

This is no longer an “inconvenience.” It is a failure to perform under a contracted service. The terms of Xfinity Mobile Care clearly provide for repair, replacement, or settlement once a claim is initiated and accepted. An unresolved replacement request for multiple months is not reasonable by any standard.

I am requesting that this issue be reviewed by a supervisor or executive support team and resolved immediately by one of the following:

1. Immediate shipment of a replacement device with tracking, or

2. A cash credit or settlement equal to the replacement value of the device

I am asking that someone with the authority to resolve this contact me directly and provide confirmation in writing.

Thank you.