Visitor
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5 Messages
Assistance with mobile order identity verification
I am reaching out to escalate an issue I have been trying to resolve for three days now. I placed an online order for two new phones and to add two new lines to my mobile account, a total of five times now. My orders keep getting canceled because when I go through the identity verification process, it is rejecting my California driver license that I submit, and there is no other way to send in my identification document to have it verified. I have called the Order Verification team multiple times and keep getting different reasons why it is not going through. The last one said it was because my middle name shows on my ID but not on my mobile account, so I had to go through the process to change my name with another Xfinity unit. Ironically, I was able to submit my identity document as an attachment to complete that process with no issues. I also went to my local Xfinity store today, which is not easy considering I have a physical disability and use a wheelchair, and was told they cannot verify my identity in the store, even though I was instructed by the Order Verification agent that the local store could complete the verification. My 5th order is still pending verification of my identity, and I would like someone who is competent and knowledgeable, preferably a manager, to resolve this matter.
XfinityAmandaB
Official Employee
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3.1K Messages
21 days ago
@theonenonly Thank you so much for stopping in for help with the verification process for adding 2 additional Xfinity mobile lines to your account. This is not the experience we want any customer to have, and we appreciate you reaching out for help. We do take customer account security seriously, and the identity verification process is managed by one team to ensure your information is secure. If there are any issues during the process, we will refer back to them. Have there, by chance, been any tickets opened for you already?
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