Visitor
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1 Message
Submitted mobile order
I’m requesting that this issue be escalated to a supervisor or the appropriate Xfinity Mobile order/verification team.
I placed an Xfinity Mobile order and received an order number by email. I completed the checkout process, paid the required down payment, and my card was subsequently charged for the full amount of the order.
Afterward, the order did not appear in my Xfinity account/app, so I contacted Xfinity customer service earlier today to find out what was happening. I was specifically told that the order was still processing and that I needed to wait longer. Based on that information, I did not place another order because I had already been charged and did not want to risk being charged again.
I have now received an email stating that my order was canceled because I did not complete identity verification.
The problem is that I was NEVER given an opportunity to complete the identity verification. I did not receive a verification link, text message, email, or other notification asking me to submit identification. I contacted Xfinity while the order was still processing and was told to wait. I followed the instructions I was given.
Additionally, the cancellation email states that I would NOT be charged for the canceled order. However, my card was already charged the full amount. I need clarification on whether that charge is a temporary authorization or an actual completed charge and when those funds will be returned.
I am extremely frustrated that the order was canceled for something I was never given the opportunity to complete, particularly after I contacted Xfinity directly and was told that the order was still processing.
I need the following addressed:
- Please investigate the original order using my order number and determine exactly why it was canceled.
- Please confirm whether an identity-verification request was ever actually sent to me, and if so, when and through what method.
- Please explain why I was told earlier today that the order was still processing rather than being informed that identity verification was required.
- Please confirm the status of the full amount charged to my card and exactly when those funds will be released/refunded, since the cancellation email states that I would not be charged.
- Please escalate this issue to the appropriate Xfinity Mobile/order verification team.
- Please document this complaint and provide me with a case or escalation number.
I have the original order number and cancellation email available. I am not looking to simply place another order without first getting clarification regarding what happened to the original order and the charge. I followed the instructions Xfinity gave me, and I expect this issue to be properly investigated and resolved.
XfinityRay
Official Employee
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4.3K Messages
6 days ago
Hi there, @user_uszbgh! I am sorry to hear this was not a smooth as easy process as we always want for you. Our team is able to fully assist you with looking into all of this and getting a new device order set up once we have addressed your concerns. We don't want any problems preventing you from getting your device either and understand this is upsetting.
When you first reached out the order may not have shown Identity Verification was needed at that time. It is not needed on every order. That is something we would inform you of if it was listed and are trained to check for that. This link goes over the ID verification process, https://www.xfinity.com/support/articles/documentation-order-verification-process. The notification about this comes by email, text, or automated call.
I need to check on your account to fully answer your questions. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (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.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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