Visitor
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Phone Lost in Transit - Not receiving any help from xfinity
My wife's phone with xfinity suddenly stopped working and we went to the website and ordered a new Samsung Galaxy S23. The order was placed March 7th and shipped the next day with two day delivery arriving on the 10th of March. When the phone got to Memphis, TN it got stuck and has not moved. After several days of it being in the same spot we called FedEx and they confirmed that the package got to Memphis, TN but the box was empty. The tracking still says its in transit and FedEx will NOT update this until xfinity has filed a claim through them. I have tried countless times to explain this xfinity over the phone and they keep pointing to the tracking and saying its in transit.
I am beyond frustrated at this point as my wife has been without a phone for over two weeks when it should have only been two days. We tried to open a case with FedEx and they denied the claim 7 days later sending a letter in the mail that only the SHIPPER can file a claim. The in-person store refuses to help us as we had ordered the phone on the website. I have seen other posts on these forums with people having the exact same issue. How are we supposed to get this resolved?
CCTambrey
Gold Problem Solver
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3.4K Messages
2 years ago
Hello @Dan_VT! Thanks for taking the time to reach out to us here on the Xfinity Forums to bring this issue to our attention.
Due to account security reasons, we cannot help with this issue over this platform. For assistance with this matter, you can speak to one of our Xfinity Mobile Specialists by either calling or texting 1-(888)-936-4968, or you can chat with an agent at the Xfinity Mobile web page, the chat function will be located at the top right corner of the screen.
Our mobile teams will be able to help get this situation cleared up for you and your wife.
SMS Text Message: 1 (888) 936-4968
Phone: 1 (888) 936-4968
Chat: https://www.xfinity.com/xfinityassistant
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