My identity cannot be verified because I have a foreign passport

Dear Xfinity Customer Relations Team,

I am submitting a formal complaint regarding my experience attempting to complete an Xfinity Mobile order as an existing customer. I am deeply disappointed by the lack of assistance, flexibility, and meaningful resolution offered to me despite my established relationship with your company.

I do not have a U.S. driver’s license or state-issued ID. However, I do have a valid foreign passport and am willing to provide additional documentation necessary to verify my identity and ownership of my Xfinity account. I am not refusing verification or asking Xfinity to disregard its security requirements. I am asking for a reasonable way to complete verification using the identification and supporting documentation available to me.

I have already attempted to resolve this issue through all of the following channels:

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

After pursuing each of these options, I was told that no alternative verification method or manual override could be provided. This has left me with no workable path forward, despite my willingness to cooperate fully.

What makes this situation particularly frustrating is that I am not a new or unknown customer. Xfinity has previously verified me, entered into a device payment agreement with me, accepted my payments, and continues to service my existing Xfinity Mobile account. Yet now, when I am trying to continue doing business with your company, I am being told that my available identification is insufficient and that no one can help.

If additional verification is required for this transaction, I deserve a clear explanation of why my valid foreign passport, together with supporting documentation and my established account history, cannot be considered. Simply repeating that a U.S. driver’s license or state ID is required does not address the underlying issue or provide a solution.

As a loyal customer, I expected Xfinity to make a meaningful effort to review my circumstances and identify an available option. Instead, after contacting multiple departments, I feel dismissed and excluded because the identification I hold is a foreign passport. This experience has made me question whether Xfinity values my continued business or is willing to assist customers whose identification does not fit its standard verification process.

I understand the importance of fraud prevention and account security. I support measures that protect my account. However, I am struggling to understand why there appears to be no escalation process for an existing customer who has a valid passport, an established account, and a willingness to supply additional proof of identity. Security requirements should be explained clearly, and customers should receive a meaningful review when the standard process cannot accommodate their documentation.