Deja vu (Bad Business zero resolution)

I found it disappointingly interesting that another Exfinity Customer experienced the exact same [Edited: "Inflammatory"] that I am dealing with right now.

Here's their story

"1) Bought an iPhone 12 Pro after two years of payments Apple replaced in Apple care.

2) Sim on phone still locked called 80 different reps for hours at a time-zero resolution.

3) Got Apple on the call just to prove to Xfinity they didn’t unlock my phone.

4) $400 a month and can’t be helped have a phone that still isn’t unlocked.

5) several tickets and even corporate executive team still the same result.

6) don’t apologize to me do something about it! I paid for this phone in full and once I did you can’t even trace it to figure the issue.

7) 17 years with this company and it’s a complete disgrace tier 1 tier 2 executive team no resolution, no wonder why the customer pays so much as you have three teams being paid for zero resolution!"

Here's mine

1. We purchase an Apple iphone 10 XR with insurance from (Exfinity Mobile) and paid for the phone in full from day one!

2. Less than a year we had an issue with the phone and was told that it could not be repaired and it was eventually replaced by Apple too!

3. We left the store after following EVERY step from contacting Exfinity to getting our new phone from the Apple Store

4. 21+ YEARS Comcast Triple play Customer, Exfinity Mobile customer for over a Decade!

5. Our Family Relocated to NC where Comcast doesn't provide ANY Internet, Cable, Or land line services!

6. Because we discontinued our Triple play service (not available in NC), Exfinity Mobile notified us that there will be a $25.00 per line additional charge to keep our mobile service! So, obviously we decided to switch to another provider that is in our area!

7. I called Exfinity to acquire a transfer pin and get the account number on July 3rd. Exfinity lied and told me that Apple had to unlock the phone and it would take up to 5 business days!

8. I called back on July 7th to get a status and was told that Apple doesn't lock phones that it's the carrier that has to unlock your phone! So I requested that unlock and an order was made. Now I have to wait another 48 hours specified business hours!

9. I called again and spent 3 1/2 on the phone speaking to every tier available to get the unlock and nothing was accomplished!

10. The next day a rep found out that all that WASTED TIME was done for an IMEI number for a phone that I don't have (the original iphone XR)

11. I gave them the IMEI number for my iphone that is locked by ((THEM)) and still no results!

I'm told that I have to have the  "company where you purchased the device protection plan to have the device unlocked"

I Purchased the Insurance plan from EXFINITY !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Xfinity Mobile Executive Resolutions: You are a disgrace. You tell me to resolve unlocking my phone from somewhere that doesn't exist.

You and only you have provided service for my phone and refuse to unlock it. You turned off my phone before it was ported to my new provider.

You resolved nothing and CLOSED my case. Here's your response to the disaster that you have and still are putting me and my family through.

"Mr. ***** will need to contact the company where he purchased the device protection plan to have the device unlocked. I have checked the Apple system and it's not from them, also not showing up in the GSX "Global Services Exchange (ACME System)" as an Apple or Assurant replacement. I explained to <EDIT: Removed Personal Information>he will need to request the unlock from the carrier from which he purchased the device though to grant the unlock request. I have successfully requested an unlock for the Apple iPhone XR IMEI: <EDIT: Removed Personal Information> this is a device we own and the unlock is currently in a pending unlock state." <EDIT: Removed Personal Information>

The phone was replaced by Apple and EXFINITY didn't or doesn't have anything in place to connect the dots!!!! (LOL my responsibility)

I OWN the phone from day one and requested a transfer pin but NO ONE asked if it was a replacement phone until 5 days later.. SHAMEFUL.

You don't own the phone, neither one of them. I DO (paid in full day1) Why is my phone locked anyway???

Your company failed to keep record of a purchase I made from YOU and have to endure HELL because of your full incompetence.

EX finity Customer