mobile account issue

My mobile account was created under a different name, even though I submitted my Social Security number and ID. The device was also shipped under that incorrect name, so FedEx refuses to release it to me.

This issue has been ongoing for over a week. I keep receiving the same response without a clear explanation or resolution. I need the name on my account and shipment corrected so I can receive my device. Please escalate this issue and provide a specific timeline for resolving it.

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XfinityGabriel

Official Employee

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3.7K Messages

14 days ago

user_njsn5s, Hi there! Thanks for reaching out. I completely understand your frustration, especially after spending more than a week trying to get this corrected and now being unable to receive your device because the name on the shipment doesn’t match your identification. That’s certainly not the experience we want for you. We’d like to take a closer look at the account and determine what options are available to get this addressed. We’ll also review the status of any existing escalation so we can provide you with the most accurate information available regarding the next steps and timeframe. To get started, would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message.

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user_njsn5s

mobile account issue

XfinityGabriel

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