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user_7rodbb
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Saturday, December 14th, 2024 12:00 PM

Chat agent canceled my order to get the sale

I placed an order for 2 Apple Watches yesterday. I received a confirmation email immediately & shortly after an email asking for photo ID within 72 hours. I found this odd so started a chat. The 1st question they asked was if I had placed the order through a chat agent & when I said no they told me I waited too long to upload my details & the order was cancelled but they could help me reinstate it. I checked on my app & the order was still active so told the agent that. They were insistent that the order was cancelled & again told me they would help me reinstate it. I told them to not touch my order as I did not want a duplicate & ended the chat. I refreshed the app & the order was still active. About 7 minutes after the chat ended I received an email to say my order was cancelled. In my experience, I receive an email within 2 minutes of any changes being made. If my order had been cancelled when the agent said it was then that was a 25 minute delay. It’s disappointing that some agents are using dishonest tactics to make the sale

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1 month ago

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XfinityThomasC

Official Employee

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2.2K Messages

2 months ago

Hello, @user_7rodbb

Sorry for the inconvenience ordering your 2 Apple Watches. Please review this article I have provided https://www.xfinity.com/support/articles/documentation-order-verification-process. It matches the process you have described and is an additional step that may be asked of customers to verify your Xfinity Mobile order. If we don’t receive the documents within 72 hours of placing the order, your order will be canceled. You’ll receive an email that the order has been canceled. The app may not have updated in time to match the verification cancellation. 

You can contact our Xfinity Mobile support center via any of the following methods:

 Thank you for participating in our community.

 

 

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user_7rodbb

6 Messages

2 months ago

Thank you for completely missing the point of my post. Let me spell it out for you.

One of your chat agents fraudulently canceled my order, which was place 6 hours prior, in order to reorder themselves & get the commission from the sale. 

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XfinityBenjaminM

Official Employee

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1.8K Messages

 

user_7rodbb The request for photo ID is a Security Measure that our system will automate and is required within a time frame. If no photo ID is provided, the order will be canceled. The reorder was necessary since the Security Measure was not satisfied and the original order cannot be reinstated.

 

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2 months ago

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user_7rodbb

6 Messages

As I previously stated the order was placed 6 hours prior to the chat agent canceling the order. The email I received stated I had 72 hours to upload my photo ID so I was well within the timeframe to ask a question without the order being canceled.  So again, you are completely missing the point of my post.


I expect you to respond to my full post not 1 sentence that is relevant to the story but not the actual complaint.  Maybe it’s a misunderstanding of nuances in the English language.

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2 months ago

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user_7rodbb

6 Messages

2 months ago

I placed the order 6 hours prior to this interaction & it was still active at the time. Your agent canceled the

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XfinityBenjaminM

Official Employee

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1.8K Messages

 

user_7rodbb We appreciate the screenshot, however, since no photo ID was not provided in the original order, the order was invalid since the Security Check did not pass.

 

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2 months ago

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user_7rodbb

6 Messages

Again, total lack of understanding

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1 month ago

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XfinityKei

Official Employee

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1.3K Messages

@user_7rodbb I'm sorry to hear of the inconvenience we have caused. 
Can you please direct message me your first and last name along with your full service address, so we can resolve your mobile order concerns. 
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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