Stolen Phone and Refund Issues

I’ve been a loyal Xfinity customer, but my recent experience has been beyond frustrating and disappointing. About a month ago, I traded in my iPhone 12 for a new iPhone 16 through a promotion. I was excited for the upgrade—my iPhone 12 had become sluggish and unreliable.

The phone was shipped to my address on July 10th, and I made arrangements to be home and sign for the package. When it arrived, the box was sealed, so I had no reason to suspect anything was wrong. But when I opened it, there was no phone inside—just a plastic water bottle.

I immediately contacted FedEx, who advised me to report the issue to Xfinity. Unfortunately, I was unable to reach a real person through their customer support line, so I went to my local Xfinity store with the box and explained what happened. I was told this wasn’t the first time something like this had happened—which was incredibly frustrating to hear.

The employee at the store was kind and helpful. They opened a ticket for me and explained that I needed to file a police report in order to receive a refund by July 26. I followed all instructions and returned to the store on the 26th, only to be told that no updates had been made and my refund wasn’t ready.

I came back several days later and got the same response—no progress. At this point, the district manager escalated the ticket and I was told to call back in 2–3 hours. When I did, no one answered. Eventually, I got a vague text message saying there were no updates and they’d contact me when they knew more. That was four days ago.

I stopped in again on my way home from work a few days later. Still no update. Despite the escalation, I was told they would send ANOTHER escalation and to return on Tuesday 8/5 and “hopefully” everything will be ready by then. Unfortunately, it is 8/5 and there has still not been an agent assigned to my case, which I was told means it cannot be sent off to insurance to be processed. I was directed to call the support line and ask someone to be assigned, which is now adding an unknown amount of time to when I will be receiving my refund. I have been on the phone with support and unable to speak to an actual person, and still have no agent assigned and no answers.

While I appreciate the efforts of the in-store employees and know they can’t do anything past what they have done, the handling of this situation overall has been extremely disappointing. From the stolen package to the repeated delays and lack of communication, it feels like my issue is being ignored. All I want is a refund so I can move forward with upgrading my phone. I never imagined it would be this difficult or take this long. Xfinity needs to take better accountability and improve their customer support process.