Visitor
•
1 Message
Xfinity Mobile Phone Order Stuck at FedEx for 13 Days — No Response to Escalation
Hello,
I am seeking assistance from the Xfinity support team regarding a phone order that has been delayed without updates for 13 days.
On April 22, the package stopped moving at the FedEx facility. I coordinated a three-way call between an Xfinity Mobile rep and a FedEx rep. FedEx advised that they required Xfinity’s shipper account number to investigate. The Xfinity rep said they would open a FedEx claim directly and copy me on the correspondence. That never happened. I have had no updates since.
I’ve tried following up through phone support multiple times but have not been given a case number or resolution.
At this point, I would like confirmation that a FedEx claim was opened, or for Xfinity to arrange for a replacement device or refund. This issue has gone unresolved for nearly two weeks and I would appreciate immediate escalation.
Thank you for your help.
XfinityAdrienne
Official Employee
•
1.3K Messages
17 days ago
Hey there, user_l3isfr! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with the Xfinity Mobile device, it certainly is not what we want for our customers. I would be happy to look into the details on our end, and share any updates. Can you please send us a DM to get started?
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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
0
0