Phone stuck at FedEx faciity

Hi there,

My new phone has been at the same FedEx facility for 25 days now. There was no attempt to deliver it, it just never made it on the truck from what I can tell from the tracking information. I have contacted Xfinity support 3 times by chat, 2 times by phone and once at the local store. They keep telling me it will arrive in 1-2 days but that clearly is not happening. I've been told the case was escalated, but that was weeks ago. I've been told that I'd get an email or call, but that hasn't happened either. Yesterday a chat agent told me to contact FedEx directly. The date to send my trade in has passed and I think I'm already paying for the new phone as well. Any suggestions?

Responses

XfinityEva

Official Employee

•

1.7K Messages

26 days ago

Hi there! Thank you so much for reaching out and working with our teams to get this resolved. We can definitely assist with your concern here. May I please ask that you send us a direct message with your full name and service address to get started?

To send a direct message:

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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Devices

JasonD1000

Phone stuck at FedEx faciity

XfinityEva

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