About to leave Xfinity for good

The third hasn’t canceled yet but I suspect it will. The only emails I received that had anything to do with ID’s were part of the cancellation email. When I clicked to order again it didn’t ask me for my ids it just processed the order again. I was hoping I would either receive a separate email or ask me to upload my id before hitting the final submit button while reordering. Neither happened. The specific department that is supposed to handle this type of thing I’ve spoken to multiple times and each time they say something to the effect of “our process is to wait for the email to send your ids in” but each time they cancel. A couple even said that the email I received is just a standard boiler plate email that everyone receives when triggering a review. I’m getting the run around and am considering leaving Xfinity u less this gets straitened out.

unless* 

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We can see why you’re at the point of considering leaving. You’ve already placed multiple orders, contacted the team that handles identity verification several times, and followed the instructions you were given, but you’re still ending up in the same cycle without ever receiving the separate ID-upload request you were told to expect.

We also hear you on the accessibility piece. Since getting to a store is difficult for you, we don’t want to treat an in-store visit as the default solution when you’ve been trying to complete this remotely.

At this point, we don’t want you placing a fourth order or starting over again. Since the third order has not canceled yet, can you let us know when that order was placed and whether its current status still shows as pending? We want to determine what stage that order is actually in and what needs to happen with the identity-verification request before anything else is changed.

We also noted the separate Internet concern regarding the symmetrical speeds and the technician advising that the tap needs to be upgraded. We don’t want that issue getting buried underneath the Mobile order problem, so we’ll keep the two concerns separate as we work through them.

Ok so good news. Dunno what happened but since posting this I received an email that my tablet has shipped. So I’m relieved but at the same time we really need to talk about all that happened and why this is a problem and it needs to be solved for future customers who may or may not be in the same situation. 

I think the Identity Verification Department needs to have its checks and balances revamped. 

The fact that there is an ADA concern here is also a prominent one. The fact that there are sales folks (Xfinity assistant live representative chat) that will lie just for the sale and rather than setting the expectation that there is a process and that they cannot deviate from that process. But it seems like the process is broken. 

Also I think it’s worth noting I only got the confirmation that it was shipped AFTER choosing to not use a live chat representative to place the order. I did it manually completely through the website. So that might be something but it would be better to KNOW if that’s the correct one for ALL PARTIES.

Glad to hear that you received a confirmation that your iPad order shipped. As for your internet issue, I'll need to review your account. If you could send our team a direct message with your full name and full address, we can get started.
 

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