URGENT – Unauthorized Line & Refusal to Unlock Insurance Replacement Phone – 4 Tickets Closed Without Resolution

To: Xfinity Mobile Executive Support / Legal Compliance
Date: February 20, 2026
From: [Edit: Personal Information]

I am writing to demand immediate resolution regarding an insurance replacement phone (Flip 4) that Xfinity is holding hostage due to gross agent error and policy violations. Despite four open tickets, three of which were closed without providing any assistance, the issue remains unresolved after three weeks. I have extensive documentation, including a voice recording of an agent admitting fault and promising a resolution that never occurred.

Timeline of Events

January 27: My wife's Flip 3 stopped working. Insurance claim filed through Assurant.

January 29 – February 2: Repeated delays; tracking provided but phone never shipped.

February 3: Visit to branded partner store ended in confrontation and dismissal.

February 4 (Morning): Eight calls placed to Xfinity Mobile (4 morning, 4 afternoon).

February 4 (7:00 PM): Agent instructed me to go to San Ramon store for immediate replacement. Arrived 7:30 PM – store closed early due to layoffs. Drove to Walnut Creek store – agent refused help; directed me back to insurance. Switched to Verizon next door.

February 5: Insurance replacement (Flip 4) arrived – network locked to Xfinity.

February 12: Opened Ticket #1 for unlock.

February 13 – 19: Tickets #2, #3, and #4 opened due to repeated failures.

February 20: Three of four tickets closed without resolution. No callbacks. No unlock.

The Facts

Original Device: Flip 3 – Paid in full for over a year; active on network for 3+ years; was unlocked.

Replacement Device: Flip 4 (Assurant) – Replacement for above device.

Legal Requirement: A replacement device must be sent in the same condition as the original. The original was unlocked. Therefore, the Flip 4 must be unlocked.

Xfinity's Own Published Policy:

Phone paid in full? YES
No past-due balance? YES
Not reported lost/stolen? YES
60-day activation requirement? NOT APPLICABLE – This is an insurance replacement for a 3+ year old device, not a new BYOD phone.

Unauthorized Line Added: An agent added the replacement phone to my account as a new line with a new number without my knowledge or consent. I never requested or approved this.

False Excuses Given:

"You don't meet requirements because you were an employee." – FALSE. This is a made-up rule not found in any policy.
"This is a BYOD device." – FALSE. This is an insurance replacement.
"The phone is unlocked." – FALSE. It remains locked.

Ticket Mismanagement: Four tickets have been opened. Three were closed without any assistance. Each time I call, I am forced to restart the explanation from the beginning.

Failed Callbacks: Numerous promised callbacks never occurred.

Admission of Fault (Recorded): On one call, an agent explicitly stated that Comcast created this problem and would fix it within 4 hours. That never happened. I have this conversation recorded.

Disconnected Calls: On February 20, I was disconnected three separate times after speaking with representatives for approximately 20 minutes each. The final call resulted in a message stating the department was closed.

4 Tickets Opened: #XXXX1, #XXXX2, #XXXX3, #XXXX4 (will provide details in private messages)
3 Tickets Closed Without Resolution: #XXXX1, #XXXX2, #XXXX3
1 Ticket Still Active: Likely to be closed without action unless escalated.
Unauthorized Line Still Active: I am potentially being charged for a line I never authorized.
Phone Still Locked: I cannot use my paid-in-full property.

1. IMMEDIATE UNLOCK of the Flip 4 replacement phone (IMEI: [Insert IMEI]).

2. REMOVAL of the unauthorized line added by your agent, effective immediately, with confirmation that no charges will be assessed.

3. WRITTEN CONFIRMATION that my account reflects these corrections.

4. ESCALATION to a manager or executive support team with actual authority to override agent errors.

Legal Notice

If this matter is not resolved within 7 business days, I will file formal complaints with:

Federal Communications Commission (FCC)
California Public Utilities Commission (PUC)
Small Claims Court

Evidence in My Possession

3+ weeks of documentation and call logs
Chat transcripts
A voice recording of an agent admitting fault
Screenshots of contradictory policy statements
Ticket numbers for four separate requests, three of which were improperly closed

I am no longer an Xfinity Mobile customer. I simply want my property unlocked so I can use it. Xfinity cannot hold a paid-in-full, insurance-replacement phone hostage based on an agent's unauthorized actions and fabricated policy exceptions.

Sincerely,
[Edit: Personal Information]