Hello, A couple of weeks back I bought two phones with Xfinity mobile, a red one for my mom and a black one for my dad. When the phones arrived, the black one had the volume-up button defective so a replacement was requested. Xfinity approved the replacement and guided me on how to return the defective phone (including to turn off find my iphone). Some days ago I received a call from Xfinity team stating the following: The iPhone 11 RED 64GB , you returned on 4/28/2020 has the Find My iPhone enabled. To avoid being charged in full please login into your iCloud Account and remove IMEI *************7871 from the device list. You will have 5 days from the sending of this email to remove the Find My iPhone feature. Failure to do so may result in you being charged in full for the device. I immediately noticed that they were referring to the red phone ( my mother's) but regardless, I singed in to my icloud account to make sure the find my iphone feature was turned off with the returned device (which it was). I called Xfinity customer care and after 3 hours of waiting they trasnfer me to tier 3 customer care. There, they informed me that somehow the warehouse that received the phone entered the wrong IMEI ( my mom's phone). At the end, the associate named Josh from customer care tier 3 said his shift was about to be over and that he would call me the next day. He never called again so I decided to call again and the same thing happen where they never call the next day. I need help with this matter since the 5 day mark is approaching and everyone I have contacted from Xfinity seems incompetent to solve the issue. Thank you in advanced, Carlos Perez.
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