Existing Xfinity Mobile Customer Unable to Upgrade Due to New Identity Verification Requirement

Hello,

I am an existing Xfinity Mobile customer and I am requesting assistance with an issue that neither the retail store nor the Xfinity Mobile Order Verification team has been able to resolve.

I purchased and financed my current iPhone 17 Pro through Xfinity Mobile last year. At that time, I was able to complete the purchase and device payment agreement without the identity verification restriction that I am encountering now.

My account remains active and in good standing. My current device has only 11 payments remaining, with a remaining device balance of $687.62. I also currently have 11 promotional bill credits remaining.

I am now trying to upgrade my existing line to a new 1TB iPhone through Xfinity Mobile. However, at the final stage of the order, I am required to complete identity verification using a limited list of U.S./Canadian/Mexican identification documents.

I do not have a U.S. driver’s license or state ID. I have a valid foreign passport and can provide other documentation necessary to verify my identity and my ownership of the Xfinity account.

I have already attempted to resolve this through:

• Xfinity Mobile online ordering
• An Xfinity retail store
• Xfinity Mobile customer service
• The Order Verification / Identity Verification team

I was told that none of these channels can provide an alternative verification method or manually override the verification requirement.

This creates a problem specifically because I am not a new or unknown customer. Xfinity has already previously verified me, entered into a device payment agreement with me, accepted my payments, and continues to service my existing Xfinity Mobile account.

I am not asking Xfinity to bypass reasonable fraud-prevention or identity-verification requirements. I am asking Xfinity to provide an alternative method by which an existing customer can verify their identity when they do not possess one of the limited identification documents accepted by the automated system.

I would be willing to verify my identity using my passport, account PIN/security information, payment method, billing history, in-person verification, or any other reasonable method Xfinity considers appropriate.

I am requesting that this case be escalated to a team with authority to determine whether:

1. An alternative/manual identity verification process can be provided for my existing Xfinity Mobile account; or
2. Xfinity can otherwise allow me to complete the device upgrade on my existing line; or
3. Xfinity can provide an equivalent solution if its current verification policy makes the normal upgrade process unavailable to me.

Please do not simply refer me back to the retail store or the Order Verification phone number, as I have already completed both of those steps and was told they cannot resolve the issue.

I would appreciate a written response explaining what option is available to an existing customer in this situation.

Thank you.