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ATTN: Tom [Edited] - Unacceptable customer service
Tom [Edited: "Personal Information"]
I have been trying to spend >$1000.00 to upgrade a phone since Sept. 19th, 2021...
Sept. 18th
- I physically went to the Xfinity store in Thornton, CO. and order two identical iPhone 13 ProMax, 1TB phones
- I have the paper documentation as evidence
First week of Oct.
- I received one (1) phone. The other phone never showed up.. No call, no email, no communication whatsoever.
Second week of Oct.
- I went back to the same store and inquired as to the status the 2nd phone
- I provided the paperwork I was given on 9/18 and the representative could not access my mobile account
- I representative advised that the mobile service system was probably down and I should try the mobile website in the morning
- I wend home and tried to access my account in the morning and was unable to
Last week of Oct.
- I went back to the same store and talked to another representative who came up with the same thing.. mobile system was down
- When I inquired about the other phone, again providing the paperwork I received on 9/18, I was told that the 'Xfinity Order Validation Team' supposedly sent me an email requiring me to verify more order for the 2nd phone.
- I never received an email, txt, call, etc. from any Xfinity Order Validation Team... I did received an Xfinity Mobile bill though...
- The rep advised me that the Xfinity Order Validation Team cancelled my order the the 2nd phone
- I asked to order another one and was informed that my account had an 'Error' and was inaccessible and a resolution ticket would need to be filed with the Advanced Mobile Tech team
- At that point the rep told me there was nothing more they could do for me and to call the Mobile Customer Service line to follow up
Nov. 8th
- I personally visited another Xfinity store in Brentwood, CA
- I spend another 45 minutes there explaining and coming to the same conclusion when trying to order a new phone.. Account 'Error'
- The rep advised there was nothing they could do for me and they'd escalate to their manager and make sure a ticket was submitted to Advanced Mobile Tech team
Nov. 18th
- I called Xfinity Mobile customer service and spend, no exaggeration, 30 minutes going from rep to rep and finally getting to the Advanced Mobile Tech team, and another 45 minutes on Hold and 30 more minutes retracing everything that transpired, down to the original ticket that was filed
- After all that time I was informed that the ticket was files on Nov. 8th required two (2) weeks to resolve and that on Nov. 23rd I would be contacted directly on to advise resolution (The representative's name was Alan)
- Alan promised me that this would be resolved by Nov. 23rd and he would call me directly to confirm
Nov. 23rd came and went, no call from Xfinity Mobile
Nov. 26th
- I have been on the phone wit Xfinity now for over 1 hour and 30 minutes and have been informed that my ticket has not been resolved, but will be escalated???
- I was, again, promised to be contacted about resolution status
- Since I was already promised this before and nothing happened I asked to speak to a supervisor... I have been on hold waiting for the supervisor to tell me they can't help me either for another 30 minutes....
[Edited: "Personal Information"], is there ANYONE at Xfinity Mobile that cares about me?
Thank you,
Richard
CCSarah
Contributor
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48 Messages
3 years ago
Good afternoon. Thanks for taking the time to reach out to us regarding your experience with ordering new devices. I'm sorry to hear you've been unable to receive the second order. We'd like to get you connected with our experts. Please select the chat icon in the top right-hand corner. Then search for Xfinity Support. Please make sure to provide your full name and service address. Thank you.
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user_8a4c62
Visitor
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6 Messages
3 years ago
I feel your pain, we have had problems with our tv since May of this year and can not get any help from xfinity. So anyone considering xfinity just know that customer service does not exist!
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user_e242e3
Visitor
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2 Messages
3 years ago
Tom Karinshak, EVP CEO of Comcast Cable,
Rudest phone call ever. February 18, 2022 at 4:11PM MT USA. the phone call lasted 47 minutes and 44 seconds. the end results refusing to Unlock my phone so I could use another service. I am being kept hostage by your company! 1)The phone I was using was a secondary phone at Costco, it was on speakerphone. So everyone in Costco heard what this man, Joe was saying to me and his disrespect for me! 2)This was the most disrespectful call in my lifetime. 3) Your person "Joe" ( there is no person named Joe in Honduras) Employee number # 21423112 if he did not lie to me. 4)He laughed at me, throughout the whole conversation. 5)HE REFUSED TO UNLOCK, MY PHONE after I paid everything I need to pay off. a.) the phone and b.) the current month's bill" 6)Refused to transfer me to a supervisor, told me they could not help me. That my phone would not be transferred over to the new carrier for 48 hours. Still laughing at me. I asked him 20 times to speak to a supervisor and every time he refused. 7) The man at Costco got on the phone and he refused him. 8) I am a 70-year-old grandmother, (living alone) I can not go without a phone for 48 hours. Can your grandmother? In reality in the state of New Mexico that is against the law to force a senior citizen to be without a phone. 9. He told me ( he threatened me) he would hang-up on me for not listening to him. I never raised my voice or used derogatory language with him. 10)He told me to get on my email to check out the message he sent me. I'm at Costco switching my phone service. He has refused to Unlock my phone, how can I get open my email? 11) then he tells me the supervisors are all busy and that he put me on a calling list, what phone number did I want to use? my phone number, no the phone is locked...SO how can I get a call? I ASKED HIM WHAT CAN I DO YOU HAVE REFUSED TO UNLOCKED MY PHONE, HE TOLD ME THAT WAS MY PROBLEM! Now let's see what kind of man you are, and see if you have the respect and courage to call me and explain to me why this happened.
Loretta M. [Edited: "Personal Information"]
(edited)
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