Transfer Info

Let me start off with, it appears to be working now, but I wonder if it was done correctly?

Yesterday, I moved from Fresno to Rancho Cordova.  I moved in with a friend who already had service, but we were going to use mine as it was a better setup.  I brought my Gateway from my previous address.  We were not going to cancel his account until mine was up and running and everything was okay.  I went online to do the transfer and it said it could not be done until the 16th.  I got on online chat with Precious who helped me with the transfer, the Gateway was working.  Internet was working and even watched a streaming movie that night.

At 4:00am I woke up and the Internet was down.  I signed onto the App and was told I did not have an active account!!!  I called the 800 number and after several hurdles, because I did not have an account, I ended up talking to a Janna.  I explained the situation and she worked with me the next hour.  It sounded like she saw an account for me at the new address, but that she had to move it to a new account.  I didn't understand this or why, I just requested that I retain my Diamond Status and the 60 month deal that I had on the account.  I was assured this would happen.  She did get the Internet back up at the new address and said that she had contacted another department and they were working on it and and it should be completed in an hour.  I was wary to let her go but she assured me that since I was her first customer of the day, she had my phone number and would monitor the situation and let me know when it was completed.  Over five hours later.  No contact and now I could not ever sign onto the app.  It did not recognize my email address.  The Internet was still working at this point.

So, I called in again and now got Hardin.  I told him of my experiences up to this point.  He ASSURED me that he was a TECH SPECIALIST and would resolve the matter.  He said it looked like there were 4 accounts regarding this issue.  He looked at each one and said that none of them had notes attached.  So apparently I had been lied to.  He told me that the main issue was my friends account was still open.  I explained again that we had not closed it yet, wanting to make sure mine was up and working first.  A good thing we hadn't closed it.  I told him from the research I had done and what I had been told, I did not see it as the issue.  He told me he was the specialist and it needed to be closed to resolve this, did I want to do that or not.  So my friend got on the line, confirmed he wanted to close his account.  Hardin forwarded us to another department and after a long drawn out process, my friend's account was closed.  Hardin finally called back and walked me through some steps, which included signing onto the app with my phone number as opposed to my email account as I always had before.  He said it had to be set up as a new account.  This alarmed me and I again stated to him that I did not want to lose my Diamond Status or the 60 month deal.  He said I had not, but when I looked on the app, it did not show my Diamond Status.  When I questioned him, he stated something strange that the Diamond was in our hearts?  Huh?  Further that Xfinity would know that I was a long time customer from my records.  I told him that it was not showing my Diamond Benefits.  He relented and said he would open a ticket as I was put on hold.  Right before he got back on the line, I received a text saying a ticket had been created, but then another text saying it had been closed.  I questioned him about this and he said it was closed because he had talked to someone working on it, but it would take them ten days to resolve it and bring my previous customer info over to this account.  Then he ended the call.

I don't understand what the heck happened in the last 24 hours.  It seems like it should have been a simple transfer to my new address, and last night, that appeared to be what it was as everything was working.  Internet was up.  App and account were working fine.  I don't know what happened after that.  It also appears that setting me up on new accounts were quick fixes that they thought would work, when it should have been just fixing whatever it was to make the transfer from addresses complete.  Now it looks like I have a new account, which I'm sure is going to lead to problems down the road, as it already has for my Diamond Status.  So, in 10 days when that isn't resolved, I have to go through this all over again?  I am beyond frustrated.