Mobile phone purchase ORDEAL Harder than it needs to be

Question

I have been trying to VERIY that it was me who placed an order for a new phone for the past 3 hours....   Why do you make everything so difficult?   I responded to an email that you sent to me. followed the link in the email and signed into my account.  I provided all of the requested information.. name address account, phone i wanted to purchase, phone I want to trade in including all of the verifications about make model ime number....    I pick a card you have on file to pay and provide the 3 digit security code...  AND still you want to verify who I am..    Great!   So you send me an email and I follow the link so I can send a photo of my DL as MORE PROOF...    Does it tell me to take a photo and send it?  No.  Does it tell me to turn on my camera and link to your site?  NO   it sends me to a site where I must agree to the consent notice, click the box and accept.  Tell it if I am going to use a DL or a Passport.. Are you checking for citizenship?  I am not registering to vote, or am I?    pick DL and it changes to AUTHENTIC ID...camera is initializing do not rotate device,,,, ....   From there it is just dead time.... the little wheel spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins and spins... but nothing happens.    I try to find a live chat to fix YOUR problem.. and that is like searching for hidden treasure... every chat is nothing but another endless circle of questions which always lead back to where you started...   Finally i get what I think is a live person but they are unable to help.. they send me a link to the same AUTHENTIC ID that does not work... they tell me I must stop my chat and call a new number where I will be put at the end of the cue so I can hear how much you appreciate my call over and over while I continue to hold..    She tells me that she cannot help by sending my info to the team and have them call me so I can do something besides hold the phone.... but she can do that .    The one thing she can do is cancel my phone order.... REALLY?

XfinityThomasD · Answer

oldude I can definitely understand the frustration after going through the steps to create your order and then hitting a wall, as well as the issues and confusion when reaching out for support. The verification steps are intended to protect customers from unauthorized purchases or account fraud, but when they are not functioning properly, they can create a poor experience that is not acceptable. Did the chat or phone team advise of what issues were happening at all? Our team can help look into the account and the order as well, as well as escalate the issue if needed, to ensure we get you a resolution.

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oldude

Mobile phone purchase ORDEAL Harder than it needs to be

XfinityThomasD

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