U

Visitor

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1 Message

Tuesday, April 22nd, 2025 3:44 AM

Lost order

I have been having the most frustrating experience with Xfinity mobile , I ordered a phone over 1  month  ago I was told it was lost in transit , the order was finally refunded last week but I cannot get an order redone because my credit line still shows the iPhone 16 pro max on my account.  I was told that the order can be redone on the 12th of April after the ticket closes yet I am still getting the run around . I was promised a call back several times  to get the order placed again and got no call . Your mobile support team is useless , unprofessional and do not have the capacity to escalate nor deescalate not even when transferred to a supervisor . I’m guessing these are signs to avoid Xfinity mobile at all costs .  My last resort is to try for assistance through this chat , I am soon to give up on pursuing mobile service with Xfinity and subsequently cancel internet service as well just off of if this experience alone .  To date I am yet to receive a phone and my account still reflects the phone I never received and a pending bill .   I have gotten numerous fruitless promises and excuses , I am left stuck with a bill on my account with absolutely no clear indication of a resolve,   in addition to which I have wasted days seeking a solution .  This has to be the most unprofessional  , aggravating experience  I’ve ever had with a company , This company is not vested in their so called  • “Customer commitment “  - to Respect one’s  time, Simplify the  experience and make things right if they fall short.  Customer service Representative are it sourced outside of the US and not equipped to provide solutions , there is a clear difference to the Representatives in sales , which is a clear indication on where the commitment truly is .  I don’t expect any resolve from this message . But it’s a final attempt to afford Xfinity Mobile the opportunity to redeem themselves .

Official Employee

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2.2K Messages

1 month ago

 

user_fcr1ll Thank you so much for your post on your experience with your phone order. This is not the experience we want any customer to have 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, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

Visitor

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1 Message

7 days ago

Having a similar problem right now.  Planned for a move to New address.  Order service may ,8 for May 22 install.  Got a price quote but never an email confirmation.  Ordered again new service may 22 for after holiday install. again no confirmation email, and AI agent cant find the order.  I was on phone for two [Edited: Language] hours to get new service and today I'm thinking this is not happening.  Totally disgusted .  Have been Xfinity customer for only 6 years and expected better than this

(edited)

Official Employee

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2.2K Messages

 

user_3el1l3 Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. 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, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

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