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Re: Help me! Tier 2 fraud problem

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Posted by
Frequent Visitor

Message 1 of 9
346 Views

Placed an order on 9/6, received the customer verification email shortly after and replied immediately. Still waiting here as well...

They really need to update their infrastructure so that I can check the status of my order on their website instead of trying to contact customer support...which has been fruitless thus far as they are clearly overwhelmed.

I am guessing Ken is inundated with questions as I sent a message yesterday afternoon with no reply--he is only one man after all...

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Posted by
Official Employee

Message 2 of 9
512 Views
Solution

Hey Brando. Apologies for the delay. I just got to your private message and I'll respond in a few seconds. 

 

KenF




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8 REPLIES
Posted by
Official Employee

Message 2 of 9
513 Views
Solution

Hey Brando. Apologies for the delay. I just got to your private message and I'll respond in a few seconds. 

 

KenF




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Posted by
New Poster
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Message 3 of 9
299 Views
Hi, ComcastKenF,
I got the same problem. I'm having trouble getting my order through (order #199645). Could you help? Also trying to give you private message but don't know how. Thank you.
Highlighted
Posted by
Frequent Visitor

Message 4 of 9
261 Views

I just got done talking with live chat, apparently my order has disappeared--they were unable to find it. Seriously...this is disappointing.

Posted by
Frequent Visitor

Message 5 of 9
238 Views

So as the chat was finishing up at work (I left the chat open on my second monitor), they basically said they had no idea if the order existed or not--they didn't have that kind of access, and told me to call.

I knew I was going to be on hold for some time so I waited until I got home...only 40 minutes on hold.

So I just got done calling and confirmed that my order was indeed cancelled--I had previously sent a reply to the fraud verification email 30 minutes after I received it (had to research the answers) and they said they had no record of ever receiving the email.

They placed another order over the phone for me, but said I may receive the fraud verification email again...I can only hope this is not an endless loop....

 

This has been the most frustrating ordering experience...

Posted by
Frequent Visitor

Message 6 of 9
233 Views

Received fraud verification email at 7:30PM EST, replied at 7:35PM EST. Fingers crossed...

Posted by
Frequent Visitor

Message 7 of 9
204 Views

Thank you Ken for your support and keeping me in the loop with the status of my order. I have received a tracking number, my 2nd order was successful.

 

Hopefully things smooth out for others as they figure out how to improve their ordering process...

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Message 8 of 9
172 Views

So, basically, what I'm reading is stay away from this for another 6 mo - a year?  There's no place on the website dedicated to mobile phones, there's no way to email and say, hey I shouldn't need to give you my SSN to get an idea of what my bill would be (login to verify service, sure, SSN, um, no, just no).  There's no place but the forums apparently to ask any questions and from what I'm reading, being an early adopter isn't such a great idea...

Posted by
Official Employee

Message 9 of 9
133 Views

 

Brando, I sent you a private message with your order's tracking number. Please post again if you need anything else. 




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