Visitor
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5 Messages
About to leave Xfinity for good
So I ordered an iPad Pro 13 m5 through the Xfinity assistant with a live rep twice. Both times I received an email stating that:
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Let’s get you back on track
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| “We had to cancel your Xfinity Mobile order [Edited: "Personal Information”] (both placed on separate days) because we couldn’t verify your identity. Don’t worry – you won’t be charged. |
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Ready to reorder? You’ll just need to submit clear photos of your driver’s license, passport book, or state-issued ID.”
I called the 1 844 863 0011 which they were no help and wouldn’t send the email for the ID’s either. I called them multiple times and even had a three way call with someone from another department (from 1 888 565 4329) to help. And nothing. I’ve gotten hung up on multiple times. I’ve asked for a supervisor multiple times and they’ve refused. Nobody is listening.
I’ve placed 3 orders total and I need someone to manually go in there and send me the email so that I can submit my id and be done.
I am disabled and cannot go to the store very easily. Let me say that again because they didn’t seem to care either. I’m disabled and cannot get to the store easily. This is becoming an ADA issue and I’m about to leave Xfinity as a result and more.
That’s not including the bullshit I’m dealing with with just my Internet. Ive been paying for almost a year for symmetrical up and download speeds to which I’m not getting simply because my TAP needs upgraded. I’ve been paying for it for a year and figured it was just a limitation of the XB8 gateway so I upgraded to the xb10 and now I have word speeds than I had before in some ways. But after a truck roll a tech stated that unless it’s upgraded I’ll never get the speeds I’ve been paying for.
I’ve been lied to multiple times up to and including lied to just to make the sale with the live rep on the site. I’m really considering leaving Xfinity because all of this is [Edited: "Inappropriate Language"] and I’m getting to the point where I might need to seek council for an ADA civil suit.
So somebody needs to contact me to resolve this issue.
Thanks,
David
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XfinityChristy
Official Employee
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3.2K Messages
14 hours ago
Hello, and thank you for reaching out through our Xfinity Community Forums. I'm really sorry to hear about the experience you've had so far. After multiple canceled orders and so much time spent trying to get help, I can absolutely understand your frustration. I'd like to learn a little more, so we can point you in the right direction. Were all three orders canceled due to the same identity verification issue? Also, have you ever received the email to upload your ID, or has it never arrived?
We appreciate you sharing these details and want to help get a better understanding of what's happened.
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