Package delivered no phone inside

I upgraded to 2 new iPhone 16 Plus, when the 2 packages were delivered one of the boxes had a broken seal with clear tape re sealing it. I immediately called and reported the issue and was told to file a police report which I did, I now have the police report in hand but have not received any updates on how to proceed with this. When I call I just get the run around with no answer on how to proceed. I am now paying on a new phone that I never received. I need some help here on how to move forward.

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XfinityOrlandoM

Official Employee

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2.1K Messages

27 days ago

@user_hzn7js

Thanks for reaching out to us I do apologize for any inconvenience, and as a customer myself I would not be happy if I ordered a new phone and when it was delivered the boxes were broken and the phone was not in there.

Have you tried reaching out to our awesome Xfinity mobile agents to file a claim via 888) 936-4968 or https://www.xfinity.com/mobile/support

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user_hzn7js

Visitor

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2 Messages

27 days ago

Yes, I filed a claim within ten minutes of receiving the package, filed a police report within the first 30 minutes of receiving the package. Xfinity mobile said I would receive an email to upload the police report and tell me how to proceed. I have received NO email and when I call I get no answers on how to proceed. Once again I am paying on a phone that I never received and am getting no help over the phone or in store

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XfinityJon

Official Employee

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141 Messages

user_hzn7js we appreciate you filing the claim and the police report. We are more than happy to assist further. In order for me to proceed I will need to get a little more information from you.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.

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27 days ago

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user_hzn7js

Package delivered no phone inside

XfinityOrlandoM

user_hzn7js

XfinityJon

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