Visitor
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1 Message
GIVING RUN~AROUND WON’T UNLOCK PHONE THATS PAID IN FULL
I keep getting the run around about my iPhone being released to me. Xfinity currently has it locked. It’s paid for and I have sent 6 hours a day since last Friday being passed from one agent to the next. At this point I’m furious and unfortunately had to take further action. They took payment out of my account, but still say I owe? Both accounts showing 0 but one has a + credit on it. 🤯 I’m beyond livid and have went with another company. Now I am reading on here I am not the only Xfinity customer this has happen to. Let’s see if anything happens between now and when they are served. Make sure you save ALL text, emails, messages, etc. Having proof is all we need. Be alarmed stay away from this company!!!!!!!!!! Customers Service is horrible!!!!! More rotten fruit than shiny unfortunately.
XfinityCliff
Official Employee
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265 Messages
33 minutes ago
Hello @user_larpbs, and thank you for sharing your concerns about your experience on our Xfinity Community forums. We hear you and your feedback helps us to make improvements where they are needed to ensure a better experience for our customers.
I can absolutely understand how frustrating it is to spend hours trying to get clear answers, especially when your phone is paid off, and you’re still being told there’s a balance. Being passed between agents only makes that situation more stressful, and I don’t blame you for feeling upset.
To help provide some clarity, here are the standard Xfinity Mobile unlock requirements: The device must be paid in full, have been activated at least 60 days, and have a clean device record (not reported lost/stolen).
The account must be in good standing, and the request needs to be made by the primary account holder.
In most cases, once the device is fully paid off and all requirements are met, the unlock happens automatically within about 48 hours.
If you’re open to it, please send us a direct message* with your full name and service address, and we’ll be happy to review your account, check the unlock status, and provide clear and accurate next steps to get this resolved.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
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