Urgent Complaint Regarding New Iphone Sent to Me that Is Broken! Poor customer service experience!

I am writing to formally file a complaint regarding a malfunctioning iPhone16  on Pro I received on 7/23/25 as part of my Xfinity Mobile and Internet bundle a little over two weeks ago. From the moment I received the phone, it has been frozen on the setup screen and unusable. Despite multiple calls to customer service, and even visiting an Xfinity store in person on 7/25/25 and 7/26/25, I have not received adequate support or resolution.

I was told by a customer service agent that a replacement phone would be sent by Friday 8/1/25, only to find out today that the request was canceled due to an alleged error by the previous agent, despite speaking to multiple agents to check the status of the package from 7/31/25 until today 8/5/25. Now I’m being asked to file a police report to confirm I didn’t damage the phone, despite clear documentation of me reporting this issue from the start. This feels unreasonable and burdensome, especially since the phone arrived defective.

This experience has been extremely frustrating and disappointing. I chose Xfinity because of the local connection to Philadelphia and the promise of reliable service. Unfortunately, the handling of this situation has not reflected that. I would like immediate guidance on how to return the device, ensure I am not charged for it, and formally end my mobile service.

I am requesting that this issue be escalated and resolved as soon as possible. I do not wish to be penalized for a defective device sent to me, nor should I have to continue spending time and energy trying to fix an issue that originated on Xfinity’s end. I honestly don't want any service at this point. Not mobile or internet service.

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