Visitor
•
5 Messages
Incorrect DOB/SSN when upgrading my phone
I am SO frustrated!! I received an offer via email from Xfinity to upgrade my phone. As you probably know, good discounts for existing customers are rare, so I jumped on it. I tried to use it and everything was fine until I entered my DOB and SSN. The site rejected it saying one or both was wrong.
Now after four days of effort, I have spoken to TEN (yes, TEN!!) customer service agents and made a trip to my local store, but I am still having the same problem. I got all the way to Tier 3 support, where the guy said he fixed it but it would take 24 hours or maybe 7-14 days, he wasn't sure which, for the change to make it through the system. Problem is, this offer ends on 5/25/22, which is less than a week away.
To make things worse, Tier 3 guy offered to put the offer through for me, but because he hadn't heard of this offer, he refused to honor it. I offered to give him the discount code but he wasn't interested in even trying it.
I am a computer consultant and have switched several of my clients over to Xfinity Mobile because it's such a good deal. You can bet I'll think twice about doing that again given my current experience.
Can someone PLEASE HELP ME??
And by the way, do NOT tell me that Xfinity Mobile Billing can help me because I have spoken to FOUR agents there, all of whom insist they cannot access my birthdate or SSN. That includes a manager from that department who decided it would be funny to tell me to call another number, which turned out to be a very aggressive sales line for some OTHER company.
XfinityGabriel
Official Employee
•
2.1K Messages
3 years ago
Hi, @pjna! Welcome to the XFINITY forums page and thank you for patiently waiting for a response for help with that XFINITY mobile offer. I am sorry to learn about this experience as I am someone who is all about receiving what was promised. We will do everything within our power to make this right. To further assist, would you mind sending us a private message with your first/last name and full address? You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your peer to peer ("private") message.
0
0
pjna
Visitor
•
5 Messages
3 years ago
Hi, I am trying to send you a private message as you requested, but when I type in your username, “XfinityGabriel” doesn’t show up in the suggested recipient list. Is there a different name I should be using for you in chat?
(edited)
3
0
MaRlsmith
Visitor
•
2 Messages
3 years ago
did this ever get fixed? if so how? going through the same situation now
2
0
Kileyco
Visitor
•
8 Messages
3 years ago
This same issue is happening to me!!!! I had two phones and wanted to add on a new line before covid ran into this issue. Then a month or two ago it was randomly fixed and I was able to add on two new lines. This month I wanted to add on one final line and again my DOB and Social are incorrect. I don't understand how this is happening. Hopefully, they step up their game and fix this stupid issue.
0
0
user_b24f7d
Visitor
•
4 Messages
2 years ago
Did this issue ever get fixed?
The issue happens to me when I upgrade device for one of lines. I have spoken with Eight customer service agents plus two visits to local Xfinity Store. They pointed to each other for help, but no one can really help. I am SO frustrated!!!
7
0
user_d6f37f
Visitor
•
2 Messages
2 years ago
I figured out a work around also! When the message pops up for incorrect sob and ssn jus try hitting back button before page refreshes. I was able to upgrade my phone!
1
0
XMjfh
Visitor
•
30 Messages
2 years ago
This happened to me multiple times today at an Xfinity store. Each time the rep had me enter ssn on his tablet device he got that error. He then tried to use the PC terminal which apparently has slightly different software and that worked the first time.
1
0
user_f61b07
Visitor
•
2 Messages
2 years ago
Have this issue too.
0
0
pjna
Visitor
•
5 Messages
2 years ago
It's now been 4.5 months, and I have spoken to *32* Xfinity customer service agents. Yes, you read that correctly - THIRTY TWO agents. Here is the final result:
- Executive resolution team told me IT said this problem was Experian's fault, but everything should work now.
- Executive resolution team was supposed to call me on Sept 9 to try ordering a new phone but never did, even after I called twice requesting a call back.
- On my last call to the Executive resolution team, they confirmed that my account was still not working.
- Then I was told that no ticket had ever been created for my issue. That makes it three times that I was told a ticket had been created and then later told that no ticket existed. This is their way of saying, "If we claim you never reported this problem, then we can also claim it's not our fault it's not fixed yet."
- Hilariously (please read heavy sarcasm here) the agent offered to... create a ticket! I told her not to bother.
In summary, Xfinity Mobile has screwed up beyond my wildest imagination. I literally could not have invented such a horrible experience. And yes, I have given up. I'm off to find other options.
Good luck to the rest of you. I wouldn't hold my breath for a solution.
1
0