Visitor
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2 Messages
Phone locked
Executive Customer Care Team,
I am submitting this request to executive escalation because frontline customer support has been unable to resolve my issue.
- [Edited: "Personal Information"]
Issue Summary:
We need to unlock my mother’s phone so she can transfer service to a provider in her area (Warren, OH). When attempting to transfer, the new provider informed us the phone was still locked. Upon several attempts to work with Xfinity, the phone remains locked and we are unable to proceed. My mother is 85 and I am handling this for her from a distance.
We need to unlock my mother’s phone so she can transfer service to a provider in her area (Warren, OH). When attempting to transfer, the new provider informed us the phone was still locked. Upon several attempts to work with Xfinity, the phone remains locked and we are unable to proceed. My mother is 85 and I am handling this for her from a distance.
Timeline of Prior Attempts to Resolve:
- Oct. 17: Spoke with customer service regarding the initial issue. I was assured it would be handled. We updated the phone. Went through multiple steps with no success. I called into customer service again and escalated to a supervisor who said to give it 24 hours and she would call me by noon the following day. No call received.
- Oct. 19: Spoke with multiple people. Escalating to supervisor once again. They said it was a manufacturer problem. It was completed on their side. Give it 24 hours for Apple to finish the process
- Oct 20: Called at 8am to find a resolution. I spent all morning until 1pm with customer service and my mom on another phone. During that time, I called Apple at your direction only to be told it’s a carrier issue. Upon call back, I waited for an hour so I could speak to a supervisor. The agent said I had to hang up so his supervisor could call me. I said I don’t want to hang up because they will not call. I hung up and had no call back. I called back in and the supervisor said he would email me so we can connect. He did. And he promised me an update by EOB. Never heard back.
- Oct 20: Customer satisfaction agent called me and asked what they could do. I explained my experience and asked to be connected with the team that could help. They said they would relay my experience and hung up on me. I called back to the agent. I spoke to a supervisor who said a ticket had been opened (this is the 7th ticket. All have been closed saying issue resolved. No one checked with us to confirm. Issue not resolved). I asked for someone to contact me back and confirm that it is resolved. He said we can’t do that and hung up on me.
Required Resolution:
To resolve this matter, I require the following actions:
To resolve this matter, I require the following actions:
- A new iPhone 14 that is unlocked so I can get my mother set up immediately. She has an iPhone 14.
- 3-month credit for my mobile plan ($120) for the hours and days spent during my workday to find a resolution.
Thank you for your prompt attention to this matter. I look forward to a resolution within 48 hours.
XfinityChristy
Official Employee
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3.2K Messages
4 hours ago
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