Visitor
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1 Message
The Customer Service Experience
I have been to the store 4 times in a week span, set an appointment on line to no show, online chat and phone call to try to find a solution to my issue to no avail. All I need to do is cancel mobile service (all I have is a SIM card) and customer service was awful! Unable to cancel unless they talk to my 90 yr old mother in law. Since I’m her caretaker. I explained she cannot hear and I’m trying to set her account up correctly for her. She did not want the mobile phone, cannot and will not use a smart phone. They refused to remove it from her account unless they speak with her. What “she cannot hear) do they not understand!!! We will not pay for the mobile phone service period!
XfinityAdrienne
Official Employee
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1.5K Messages
10 hours ago
Hey there, @user_kq8u22! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with getting the Xfinity Mobile portion cancelled with your mother in law's account. In order to make changes with you specifically, you would need to be an authorized primary user on the account. Are you setup as a primary user on her account? If so we would be happy to help with submitting a ticket. Please let us know.
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