Visitor
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4 Messages
Iphone shipped to wrong address
To begin with i have been a comcast/xfinity customer for years and never had a problem with them. That is why i decided to switch from verizon to xfinity mobile. When i switched they sent me a sim card as i had my own phone from apple. Everything was fine until i decided to get a new phone and keep my existing number as my iphone x is getting old.
On 5/31/24 i wanted to upgade my existing phone and ordered iphone 15. Spoke with a xfinity mobile rep on the phone confirmed my address and used my icloud email rather 5an my comcast one. An email came to me and asked me to send my drivers license to confirm order which I did. I then got an email stating that my order accepted. Now keep in mind i have been with xfinity mobile for 3 years as I transferred over then from verizon. I received a confirmation that my order will be shipped to a place that i havent lived in for 3 years also thry arent even sending it to the correct apt # that i lived in in 5e past! I called them immediately and was on phone for over an hour explaining you have my drivers license uploaded As well as my credit card (which by the. Way they have the wrong address on that also) i was told i couldnt do anything until it ships.
i went into my xfinity account and tried to fix my address to correct one and couldnt. I never knew the address was wrong until i ordered phone. I even switched to a new credit card in january which had my correct address info and email info in my profile. So why didnt xfinity mobile have correct one. Hmmmmm
6/1/24. Went directly to xfinity store. The assistant there spoke wih an xfinitymobile rep and the rep couldnt fix the wrong info either. The xfinity store rep explained to mobile rep that they have correct address on file —- the xfinity rep was able to at least get my address corrected. So we thought that everything was going to be ok as it was a day later the order was placed and still no label.
also on 6/1/24 when I got home i called xfinity mobile again and was told I am all set.
6/2/24. I get an email stating that a mailing label was made and attached the information. I looked at it and it was still going to wrong address! Call again and got no where
I SENT EMAILS ALSO BACK STATING WROG ADDRESS AND GOT A RESPONSE BACK SAYING DO NOT RESPOND BACK TO THEM AS IT IS NOT MONITORED
6/3/24 went back to xfinity store hoping they could help me and was told an hour wait so while waiting I decided to call xfinity mobile and xfinity rep spoke with me and assured me that the phone is being shipped to correct address. I gave her my address which they should of had anyway because driver license and my credit card. I waited on phone while the xfinity mobile rep had to speak with fed ex. She told me all set with fed ex address correct. When the xfinity store called my name i spoke with the person who originally helped me and told her it was squared away while i was waiting and she was glad it was resolved.
when i got home from Xfinity store, i went on line to track my order and good grief still to wrong address.
i called fed ex and was told that only xfinity mobile can reroute the package as they were the shipper. I also tried online with fed ex to re route to a post office and couldnt do it as it says restricted.
i immediately called exfinity mobile again and demanded a 3 way conversation with me her and a fed ex rep on the phone she put me on hold and then got back to me and finally had Rachael from fed ex who is in South America! Anyway, fed ex was willing to change it but the problem was xfinity mobile couldn’t give Rachael from fed ex a correct acct number. The package couldnt be rerouted. So that didnt even work either. I went to fed ex and they couldnt do anything for me.
so now tomorrow he phone is getting delivered 3 towns over. Also i cant cancel order and am going to be billed for a phone i never received!
i lost faith in this company as I was happy with them until I decided to buy a new phone. My advice—- go directly to apple or to xfinity store.
XfinityNicolas
Official Employee
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1.1K Messages
5 months ago
Hey manhattan05, thanks for reaching out to Xfinity Support on our forums about your phone. That's certainly not the experience we want you to have and I'd love to help. When you get a chance, can you send us a direct message?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct messaging" icon near the top right of the page
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
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Again
Expert
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31K Messages
5 months ago
@manhattan05
I suggest calling your credit card company and explaining what is going on and ask them to dispute the charge since the phone is being delivered to an old address [someone else is likely going to think they got a gift from heaven!] and you don't want to pay for something not in your possession.
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manhattan05
Visitor
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4 Messages
5 months ago
Update 6/5/24. Received email stating phone undeliverable will try tommorrow. And another email with contract and that payments coming out in 20 days. I dont even have the phone Called xfinity mobile and spoke with rep. And she tried to help me. Couldnt reroute to a post office for me to get it as it is restricted fed Ex. We even had fed ex on the phone with us and fed ex cant do it it is restricted. Rep then said that they will send it back to warehouse and process a new one for me once they receive it and send it out and not charge me as i already paid I asked if I would get an email confirming this and she said yes. Once fed ex hung up she suddenly ended my call and sent to to a survey. Really i wasnt even thru with her.
a few minutes later she calls me from what looks like customer care. Not sure of phone number but googled it. and says rather then wait for phone she will send it out to correct address today as it was their mistake and not mine. She said she just needed some info from me. I said you have it all already. THen i said are you going to charge me for this shipment and she said yes but dont worry i will receive credit for the wrong address one. At that point i refused to have her send it because i am not paying again. I said i will wait to i know you have it back and i will get my own phone at a store. She said i wouldnt get same deal and I said I dont care I told her i read on forums how many customer complaints there were and how some customers ended up paying two times and two phones. She told me that wouldnt happen with me. I told her i dont believe it and my card company is aware of what is going on and i reported it to BBB. She still tried to convince me to do it but i wouldnt and she finally understood me. Lets see what happens. How can i be billed for something i never received or signed for that they are going to start billing me in 20 days. I then asked for a ticket number. Some company
btw. I still havent received an email confirming 1st conversation
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user_60wsv5
1 Message
26 days ago
Smalls claims court. I’m having the same issue. They’re completely incompetent.
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