Extremely Frustrated With Xfinity – Multiple Orders Canceled, Refund Delayed, and No One Can Resolve My Issue

I am extremely frustrated with Xfinity at this point. What should have been a simple mobile phone upgrade has turned into days of unnecessary issues, canceled orders, multiple chats and phone calls, and being repeatedly sent from one department to another with no actual resolution.

I have been an Xfinity customer with Xfinity Internet for over a year, so I should not be having this much difficulty placing a mobile order.

Here is what has happened:

• I attempted to place a mobile order, and multiple orders were canceled because Xfinity's system apparently was not recognizing that I already had Xfinity Internet service.

• I was told I needed to get a new modem. I did exactly that.

• After the modem issue was addressed, I placed another order for a Samsung Galaxy Z Fold8 256GB in Lavender.

• That order is now sitting "under review."

• I was initially told I needed to contact the Order Verification Team at 1-844-963-0011. I called them, and they told me that there was nothing I needed to do and that another internal/offline team would review the order.

• I have already completed verification on previous orders and provided my driver's license front and back twice.

• For this latest order, Xfinity never even sent me the email/link to upload my ID.

• When I contacted customer service, I was repeatedly told to call the same verification number—even after I explained that I had already called them and they told me the issue was with another internal team.

• I asked multiple times to speak with a supervisor because I was clearly getting nowhere. Instead, I was told that a supervisor would give me the same information and was repeatedly directed back to the same steps I had already completed.

• At one point, the representative suggested that I go to an Xfinity store to cancel the order and place another one. I should not have to make another trip to a store to fix an issue that appears to be caused by Xfinity's own ordering/verification system.

There is also a separate refund issue that has been extremely frustrating.

I previously contacted Xfinity regarding a refund and was given ticket [Edited: "Personal Information"], which was closed because the request was not approved. Another ticket, [Edited: "Personal Information"], was also closed without resolving the issue.

When I finally reached a live representative regarding the refund, I was told that the refund had been processed and that it would take up to 10 business days to reach my original payment method. I was also told that the representative had added a special note to have the refund expedited.

Meanwhile, I have been trying to place a new order, and Xfinity's system continues to create additional problems.

What is most frustrating is that every representative tells me something different. One tells me to call the verification team. The verification team tells me another department has to review it. Then another representative tells me to call the verification team again. When I ask for a supervisor, I'm told the supervisor will give me the same information. When I explain that I've already completed the required verification, I'm told to repeat the same process.

This is not customer service. This is a loop.

I have done everything Xfinity has asked me to do. I have verified my identity, provided my driver's license, called the department I was instructed to call, replaced my modem when I was told to do so, and repeatedly contacted customer service trying to get this resolved.

I should not be treated as though I have done something wrong when these issues appear to have originated from Xfinity's own system and ordering process.

At this point, I am seriously considering canceling my Xfinity services and taking my business to another carrier. I should not have to spend days fighting with a company just to purchase a phone.

I am asking Xfinity to have someone from the appropriate escalation team actually review my account and all of the previous notes and tickets, identify what is causing this issue, and provide me with ONE clear resolution instead of sending me to another department.

Please stop telling me to call the same number I have already called. Please stop telling me to visit the store when the store cannot resolve the underlying issue. And please have someone actually review the history of my account and previous interactions before responding.

I would appreciate a response from someone who can take ownership of this issue and resolve it, rather than another explanation of why another department needs to handle it.