Visitor
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1 Message
order placed
I placed an order with an Xfinity agent May 4, 2026. I was given a confirmation number. I was told the mobile care was added to my account. I followed up on the order in the instructed 4-5 days of expected arrival. I found out no order was placed the confirmation number did not exist. The representative then proceeded to do another check with my sensitive information and I no longer qualified for a finance plan to get my previously ordered device. I proceeded to call in to verify that I spoke with a representative about placing an order. I was told there is no notes of placing an order and I was trasferred to the Mobile Care department to replace a device when I was trying to purchase a new device. I want to know is the call or conversation I had on May 4, 2026 considered fraud or is this a common mistake made on behalf of Xfinity's customer care team?
XfinityJustinM
Official Employee
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725 Messages
18 hours ago
Hi @user_nc0hyk, thank you for making us aware of your recent experience. We would love to review your account and provide you with some relief on that front.
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" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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