Xfinity doesn't care about a customer who spends $9000 a year on their services

On December 18, 2024, Betsy ***** received an email from Xfinity Mobile indicating order [Edited: "Personal Information"] has shipped via FEDEX Tracking [Edited: "Personal Information"]. It was scheduled for delivery between 11:50 AM and 3:50PM on December 18, 2024. It never arrived.

Three days later, on December 21,2024, Betsy ***** received another email from Xfinity Mobil indicating the order would be delivered that day by 3:40PM by a driver named Brandon.

At 6:04PM Fedex delivered two boxes. One was to have been an Iphone 16 for Betsy, and the second was to have been an iphone 16 for Ken.

Ken ***** signed for the boxes. The box for Ken showed evidence that it had been re-sealed, and it felt lighter than the other box.

When the box for Ken was opened, it contained only an empty iphone16 box. No phone, no charger cable, just an empty box.

Ken immediately got in his car and tracked down the delivery driver, Brandon, in the neighborhood and refused the delivery. Brandon immediately called his supervisor, Iam, [Edited: "Personal Information"], and reported the theft. Brandon took the empty box back to FEDEX and Iam confirmed receipt of the empty package the following day.

Since that time Xfinity Mobile has refused to replace the stolen iphone 16 unless a police report is filed even though the customer, Betsy *****, never took possession of the phone.

Under protest I spent additional time going to the police station to file a report, which has been sent to xfinitymobile_shippingclaims@comcast.com seven times. ZERO Response.

To date I have received three case numbers: [Edited: "Personal Information"]. All to no avail. I have been around the world with Xfinity customer service reps from the Philippines to the Dominican Republic to Egypt and God knows where else??

I have received zero updates from anyone from Xfinity. Every time I have to initiate a call to the customer complaint number I was given 888-565-4329 and then they transfer me over to someone in Xfinity Mobile and then the whole process starts all over again.

And that’s how they treat long-term customers who spend over $9,000 a year between Home and Mobile.

Responses

U

user_4oavym

2 Messages

1 month ago

Two days..... no responses! Say a lot eh?

2

DreamSayerZ

Problem Solver

•

682 Messages

@user_4oavym Just wait for the strike team to swoop in here and ask you to DM them or further assistance. They're so swamped now since sending their support overseas!

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1 month ago

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XfinityKassie

Official Employee

•

1.6K Messages

user_4oavym Good evening! We appreciate you reaching out to our Xfinity Community Forums Team for assistance with your Xfinity Mobile concerns. I can see you have not had the smoothest experience. This is not what we want any of customers to experience when getting new devices. I will be happy to take a look, and get you in the right direction for a resolution. Because we are an online community page, it can be some time before you get a response. This is to ensure other community members can share solutions.

As a reminder, sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. Per those guidelines, continued violations could be subject to a revocation of your Xfinity Forum privileges. We never want to get to that point with any user so we recommend reviewing those guidelines thoroughly when you get a moment. We ask that you first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. By doing this, others can benefit from the resolution as well. This can also delay a response as well. Just a heads up for future reference.

Since you have me, I will need to look into the tickets that have been issued, and your account details. Can you please send a Direct Message with your name, the service address, any ticket numbers you have saved, and the mobile numbers associated with your account?

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 month ago

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Xfinity doesn't care about a customer who spends $9000 a year on their services

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