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user_b56c49
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Tuesday, September 5th, 2023 10:34 PM

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Received empty box no phones

Last week I decided to make the change to Xfinity Mobile so I ordered two iPhone 14’s. Then today it gets delivered and package is empty it only had 2 pieces of paper that said time to activate on them. No phones no phone boxes nothing. The package was completely secured until I opened it. This is not a good way to start with a new customer. Then I call Xfinity and all they say is they can file a claim that usually takes 3-5 days and get me my devices afterwards. However after reading the other posts on this forum I can see how that’s going to go. Maybe I should just go ahead and cancel it all together and get a lawyer. 

Question

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Updated 

2 years ago

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XfinityVianney

Official Employee

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2.2K Messages

2 years ago

Hi, @user_b56c49. Thank you for reaching out and creating a new post. I understand this has been a confusing and frustrating situation so far. This is not how we want the process to go, and I know we'll do everything we can to help. I did see the notes within the system regarding the situation and the open ticket. I suggest continuing to communicate with our Mobile Team and provide any additional documentation needed that can help. If you don't hear anything after the timeline they provide has gone by or having trouble reaching the team, you can circle back here for any additional assistance. 

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user_b56c49

3 Messages

While I do appreciate your response, I have not heard from anyone else on this matter since it occurred. I don’t know how I am supposed to work with a “team” if I don’t have any communication from them. I have done everything I was asked to do to include filing a police report, but have no idea what I need to do next because nobody has contacted me. The only person aside from your response was the executive resolution response from the complaint I filed on the BBB site.

2 years ago

XfinityVianney

Official Employee

 • 

2.2K Messages

@user_b56c49 If you did file a formal ticket with BBB, the resolution team will be your best point of contact for that matter. They will work with the existing updates we have and information on file to investigate the matter as promised. They would be a great point of contact if you need to submit any documents as well. If you need to reach the mobile team again regarding the police report, you can reach them by texting or calling 1 (888) 936-4968. You can also chat with a mobile expert here https://www.xfinity.com/xfinityassistant/?channel=xMobile. 

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2 years ago

0

user_750465

1 Message

2 years ago

I’m currently going through the same thing it has now been a week and every time I call the say the same thing 24-48 business hours. I just disputed the charges with my bank.

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