Active Complaint Filed with FCC

My phone was stolen on 4/1, and on that day I filed a claim with Assurant to get a new replacement phone. I received my new phone on 4/4 and stayed home all day just to receive the phone and called Xfinity and was advised they could not activate the replacement phone until another 24 hours. Called on 4/5 and the phone was activated where I gave the new IMEI and Sim Number also known as a ICCID.  The rep advised me that the information was done and complete. Since 4/5 I have called Xfinity Mobile and talked to several people in Tier 2 and Tier 3 to update the IMEI and ICCID number because on the Xfinity app, it still shows my line is suspended and the old device information.

On 4/12 I received a call on my home phone line from someone stating they found my cell phone and then wanted the passcode to which I hung up the phone. I then called Xfinity mobile because I see on the mobile app under devices my phone is still not updated.  Spoke with a rep who then transferred me back to Mobile Care where I spoke with an Agent who said he was updating the information, well in process of this the phone disconnected and now the phone is in SOS mode where I can not make or receive any calls.  I called on my work line to speak to someone and she advised me that she would not update the information but now with her updating the information my cell phone would now be done 4-8 hours which I advised her my cell phone is also my work phone. I asked for a Manager and it took 30 minutes without a Manager coming to the phone where the rep hung up and then i had to call back and am now going through the same process over with a rep name Sophie or Sophia.

Part of the issue here is that when you call in to Xfinity you are talking to reps whose native language is not English and that is a huge problem.  I have had to explain my issue or concern within a week about 20-25 times in all with multiple representatives.  I should not after getting a replacement phone had issues for over a week getting this information correct in the Xfinity system. I have other services with Xfinity and this is an extreme poor way to treat a client.  I also expect credit or discount of services for the time wasted in my follow up and loss of revenue for the days and time my phone was not in operation.  As I type this message I am on the line with a rep again!