Beyond Terrible Customer Service from Xfinity and Assurant Insurance

Beyond Terrible Customer Service from Xfinity and Assurant Insurance

On 5/29/26, my son’s phone screen went blank. After researching possible solutions to get the screen to light up, and none of those solutions working, I called Xfinity Customer Care. They asked me for some information to authenticate it was me. One of the questions asked was, “What is the last 4 digits of the credit card number you used to make your phone purchase?” After giving them this information, they told me I had to talk to someone from Assurant, who insures our phones. They connected me and they asked me the same questions. However, when I gave them the last 4 digits of credit card number, they said the numbers did not match the numbers they have on file. They told me that to authenticate who I am, they would have to send a code to our phone. The problem is, they could only send the code to the phone with the broken screen. I asked them to send the code to my phone and they said they couldn’t. I asked them how I was supposed to read the code if the screen is broken and they said I would have to talk to someone at Xfinity Customer Care (who I originally called) about getting the card number changed on their end. They connected me to them and they told me that makes no sense and the card number I gave them is the correct card number and connected me back to Assurant. This time, Assurant asked me all of the same questions as they did during our initial phone conversation, but told me that if I wanted the code sent to my phone, only Xfinity could make that change and they connected me back to Xfinity. Xfinity made that change (or at least they told me they did) and connected back to Assurant who asked all of the same questions for a third time. After telling them to send the code to my phone, they said they still could not do that and the code has to be sent to my son’s phone (the phone with the broken screen). I ended up spending 4 hours and 19 minutes on the phone and talking to 16 different people before giving up for the day.

On 5/30/26, the next day, I went to a Xfinity store in Taylor, Michigan, and told Anthony, one of the workers, my story. From the beginning, I could tell Anthony was either not having a good day or did not want to deal with this issue as he as snippy and had an attitude when he talked to us. He asked me the same questions that I was asked the previous day, asked to see the credit card, and told me everything matches with the information they have. He told me there is nothing he can do and that I need to call Assurant. I asked him if he could call Assurant since there is a discrepancy with the card numbers Xfinity and Assurant has on file. He said he could not call them. Then I asked him if it would be ok if I called and if there is still a discrepancy with the card numbers, he could talk to them since I was right there in the store. He told me he could not do that either. I asked him how he recommends this issue gets fixed since I spent over 4 hours on the phone yesterday, talked to 16 people, and now have come to the store to get help. Being irritated, I said, “What do people do in this situation? Do they have to hire a lawyer to get the insurance company to fix this issue?” He said, “You have to do what you have to do.” I told him that the customer service he gave us was terrible and I will definitely be writing a review and talking to a manager regarding his professionalism and attitude.

We left Xfinity, went home, and I called Xfinity Customer Care again. This time, a lady had me download an app, “Xfinity Mobile Care,” and walked me through the directions on how to fill out an insurance claim on the app. She told me that within the next couple of day, I would receive either an email or text message regarding the claim with instructions to either take the broken phone to a repair place or on how to get the phone replaced. That took another 39 minutes so now I have talked to 18 people, spent 5 hours on the phone, and approximately 45 minutes at the Xfinity store.

So, today is 6/6/26, it has been 7 days, and I still have not received an email or text from Assurant. I guess it is back to making calls to get this issue taken care of. I will continue to post my absolutely terrible experience I am having with Xfinity and Assurant.

I would like to say, that for many years, my family and I bought our phones and received our service from Verizon for many, many years before switching to Xfinity last year and we never had an issue. Customer service was always great, friendly, and took care of any phone issues we had. We switched because Xfinity offered us a cheaper price, but I guess, as the saying goes, “You get what you pay for.” Now, I’m having serious thoughts about switching back to Verizon.