Visitor
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3 Messages
Complaint about Customer Service
I moved recently, and changed the address in at an Xfinity mobile store. The address change was done incorrectly, leaving me with two accounts, one with a wrong name and no other information. Because of this, I cannot access my account in the app or online, and no one has been able to access the extra account to change/ remove it. I have now spent 5+ hours on hold with customer service, and no one has been able to fix this mistake, they just pass me from department to department with 30+ minute hold times in between. I try to be understanding and don't tend to lose my cool with customer service operators, but I have never had an experience as bad as this.
Their final suggestion was that I cancel my number and get a new one, which cannot happen as the number is linked to my work. I cannot take a financial loss because Xfinity can't fix its own mistakes.
CCVanessa
Contributor
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234 Messages
2 years ago
@user_cb962c Hello, thank you for taking the time our your busy day to reach out and make us aware of your concerns. My sincere apologies you have had a hard time getting your issues addressed, and it would be my pleasure to help in any way I can. To ensure we are on the same page, is this regarding a Xfinity Mobile account and number, or Xfinity residential?
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user_cb962c
Visitor
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3 Messages
2 years ago
The issue is with my mobile account, my residential account was successfully transferred.
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CCVanessa
Contributor
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234 Messages
2 years ago
@user_cb962c Got it, thanks for confirming. Here is the best link to connect you with our Xfinity Mobile department https://www.xfinity.com/xfinityassistant/?channel=xMobile&linkId=123744261. They can address all your concerns there.
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