Visitor

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2 Messages

Tuesday, August 5th, 2025

Urgent Complaint Regarding New Iphone Sent to Me that Is Broken! Poor customer service experience!

I am writing to formally file a complaint regarding a malfunctioning iPhone16  on Pro I received on 7/23/25 as part of my Xfinity Mobile and Internet bundle a little over two weeks ago. From the moment I received the phone, it has been frozen on the setup screen and unusable. Despite multiple calls to customer service, and even visiting an Xfinity store in person on 7/25/25 and 7/26/25, I have not received adequate support or resolution.

I was told by a customer service agent that a replacement phone would be sent by Friday 8/1/25, only to find out today that the request was canceled due to an alleged error by the previous agent, despite speaking to multiple agents to check the status of the package from 7/31/25 until today 8/5/25. Now I’m being asked to file a police report to confirm I didn’t damage the phone, despite clear documentation of me reporting this issue from the start. This feels unreasonable and burdensome, especially since the phone arrived defective.

This experience has been extremely frustrating and disappointing. I chose Xfinity because of the local connection to Philadelphia and the promise of reliable service. Unfortunately, the handling of this situation has not reflected that. I would like immediate guidance on how to return the device, ensure I am not charged for it, and formally end my mobile service.

I am requesting that this issue be escalated and resolved as soon as possible. I do not wish to be penalized for a defective device sent to me, nor should I have to continue spending time and energy trying to fix an issue that originated on Xfinity’s end. I honestly don't want any service at this point. Not mobile or internet service.


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Official Employee

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451 Messages

24 days ago

Hello userakeemarie! I appreciate you taking the time to let us know about your Xfinity Mobile experience, and what you explained is far from the first impression we want you to have with us! Most of all, I know exactly how isolating it is to be without a working phone, so I want to help get this resolved for you asap 🙌 

Please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page 👍 

(edited)

Visitor

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2 Messages

Thank you for your response, but unfortunately, the solution you mentioned has not worked and I’m still without a phone or any real resolution.

I spoke with an Xfinity representative (and escalated it to a "manager" as I have no idea if I was speaking with an actual manager and have lost trust at this time) last Thursday who instructed me to return the defective iPhone I received via FedEx. I followed the instructions exactly, using the return label I was provided. It was supposed to be a two-day return, and I have the tracking information and confirmation it has been delivered.. Yet, here I am, still without answers.

Right now, I am currently on the phone with a manager after spending hours today re-explaining this situation again and again because no one can seem to find any details or notes on my account. I’m being told the phone hasn’t been received, but it feels like someone dropped the ball on tracking the process internally. I’m trying to stay patient, but this has gone too far. I can track that the phone was delivered yet the manager eas unable to.

I signed up for Xfinity Internet specifically because of the Internet + 1 Year Free Mobile promotion. I’ve now paid nearly $300, and I have no working phone, no mobile service, and I’m being charged for services I can’t even use. Meanwhile, I'm paying more for internet alone than I was with my previous provider. This entire experience has been financially and emotionally overwhelming and has really mentally impaired me.

At this point, I just need help, real help, from someone who can fix this.

Here’s what I’m asking:

  • Please confirm the returned device was received using the tracking number I have.

  • Please send me the working replacement phone that was part of the bundle I paid for.

This package was supposed to help me save money, not cause weeks of stress, repeated calls, and no follow-through. I shouldn’t feel like a burden just for asking Xfinity to uphold the service it promised.

Please escalate this and help me get the support I’ve already paid for. Thank you.

Official Employee

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1.4K Messages

I competely understand where you are coming from, and we want to ensure the services are expected with the deal @userakeemarie! Please follow the instructions above to send us a DM so we can get started with you right away. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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