Security leaks

⭐☆☆☆☆ (1 Star)

My experience with Xfinity Mobile has been extremely frustrating. I spent hours on the phone with multiple representatives trying to resolve an issue with phones that were returned to Xfinity. One representative confirmed they had been received, but every representative afterward acted as though there was no record of the return and I had been scammed. 10 minutes after the phones were delivered I received a phone call from someone claiming to be Xfinity who had the IMEI numbers to both phones that have been delivered to my home and explained that I had been sent phones that someone else had already paid cash for and that they needed to be returned. I followed the instructions and followed up with a woman who verified they had been received by their warehouse and were inspecting the condition of the return phones.

I was repeatedly transferred, had to explain the situation over and over, and received conflicting information instead of a solution. The lack of communication between departments and the inability to resolve a straightforward issue made the experience unnecessarily stressful.

Good customer service starts with accurate account records and consistent communication. Their direction to me was to turn the phones in through the mobile insurance that I had signed up with and pay an $80 deductible for both phones and that would solve the problem while I wasn’t happy with the solution I did agree, but when I went to put the phones through insurance, it was going to be closer to $700 not the 80 apiece we had discussed. I reached back out to Sarah, who was my contact. That well yes she said it was going to be $80. She did not realize it was more and that was the only help they could offer me. I am now out the phones plus the $289 that I paid for the taxes on the phones and we have a bill that continues to come that I refuse to pay for. Sarah said this has happened to a lot of Xfinity mobile customers so I felt the need to put something out there to let people know to be extremely cautious. They obviously have an information leak and as a  matter of fact, Sarah with their executive team told me I was not the only customer dealing with this issue. Unfortunately, because of this experience with Xfinity Mobile, I cannot recommend the service based on the support I received. Or truly the lack there of.