Visitor
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1 Message
Unresolved issue, deactivated phone line, false promises, terrible customer service
An unauthorized purchase of an iPhone and an Apple Watch was made on my Xfinity Mobile account. I reported this to Xfinity right away. I was told to refuse the order, and they were listing it as fraud. They gave me a ticket number to follow up on. After a week, my mobile line was deactivated, a phone number I have had for 26 years. After a week of no service, I was finally given a "temporary" line, which I was billed for. I called Xfinity mobile multiple times over the past two months to discuss the issue, as well as visiting a few stores in person. I was told each time they were working on resolving the issue and I would be contacted, as well as compensated. It has now been two months with no resolution, my phone number is still not active, and no compensation. I still haven't received a follow-up from Xfinity Mobile about the issue. I was given MANY false promises. This is absolutely disappointing. We are strongly considering changing services for mobile, internet, and cable.
XfinityMarshante
Official Employee
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1.3K Messages
7 hours ago
Hello @user_2n06bu, thank you for taking the time to leave a post. Sorry to hear about this experience. I can only imagine how frustrating and stressful it must be to deal with an unauthorized purchase, lose access to a phone number you've had for 26 years, and spend the last two months trying to get answers without seeing a resolution. This is not the experience we want for our customers, and we would like the opportunity to turn your experience around.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
How to send us a direct message:
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