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Thursday, October 10th, 2024 9:34 AM

Terrible Customer Service on Stolen Phone

I ordered a phone from Xfinity Mobile, but it was stolen right out of the box before it ever reached me. What followed has been the most frustrating and painful customer service experience I’ve ever had. It feels like I need an interpreter just to communicate. Every time I reached out for help, I was either misunderstood or given the runaround.

The lack of support is staggering. I spent hours trying to get a resolution, and yet, I’ve gotten nowhere. The representatives I spoke with were either not knowledgeable or incapable of assisting me with such a basic issue. Instead of addressing my stolen phone, I was met with confusing responses, transfers between departments, and a complete lack of empathy.

I expected more from a company like Xfinity. The level of incompetence and disregard for their customers is shocking. I’m still without a phone, and the situation remains unresolved. I would strongly recommend avoiding Xfinity Mobile if you value your time, money, and sanity.

4 Messages

30 days ago

And no I’m not interested in chatting or you wasting more of my time. Feel free to look into the matter on your time and call me back with solutions not more problems. 

4 Messages

I reached out and still waiting on response after 5 minutes from my first inquiry. No automated response or confirmation of someone on the other end. More time wasted.

Official Employee

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1.6K Messages

28 days ago

@user_o63ky6 I'm sorry to hear about the negative experience you've had during this order process. I would love the opportunity to help address the stolen item.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

4 Messages

No one has responded to my inquiry to “xfinity support” as directed above. No automated response and no confirmation of anyone trying to help after now 10 minutes of waiting. More time wasted!

Official Employee

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1.3K Messages

@user_o63ky6 - Thank you for sending us a direct message as requested. We appreciate your patience while we work hard to respond to all customers as quickly as we can during this busy time. We work as a team, and there can be delays between our responses. However, we've got the best people in place to help you however we can! And it would be my pleasure to continue with you via DM momentarily. Thanks again for waiting.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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