Visitor
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3 Messages
Mobile Phone Order Cancellation Issue
On March 21, I thought I ordered a Samsung S23 Ultra 512GB along with two SIMS cards to transfer numbers along. Within 12 hours of ordering and completed the identity verification, I finally got the order confirmation only to have the names per line were spelled wrong and instead of 512 GB, it was 256GB. That’s when the nightmare begun. I didn’t know that I had 30 minutes to cancel the order because I was still in the phone with the representative for nearly 2 hours! On March 24th, FedEx made an attempted to deliver the package and I rejected it thinking that it was going back right away but apparently FedEx isn’t UPS regrettably. FedEx Express had to call Xfinity Mobile to figure out what to do with the package. They kept the package from March 24th to April 1st although it was supposed to have been returned back to Xfinity Warehouse on March 31st. I received an email from FedEx stating that the phone was delivered and have proof of delivery information but yet the phone hasn’t been removed from the account. I spoke with “ an advanced rep” named Ann this past weekend. She said that she was going to have this expedited and high test priority…. Given that we haven’t been refunded for a phone that we don’t have. It’s been over 3 weeks now and still don’t have a new phone. I regret this decision of coming to Xfinity Mobile after numerous phone calls, different representatives telling me different things with most of them I could BARELY understand what they are saying. I go into the store and they’re nice but apparently can’t do anything. I am extremely frustrated because all I want is for the phone to be canceled out so that I can get the right one and wanted to add more lines. We’ve been with for a month now but this issue happened around two weeks with being with Xfinity. We just want this order to be canceled to get the right phone.
CCJimmy
Problem Solver
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492 Messages
2 years ago
Hello @user_c8794b, thank you for taking the time to reach out to us. We want to make sure that you receive assistanance with your mobile concern. We'd love to help, but we don't have access to XFINITY Mobile accounts via social media, I do apologize. We would suggest contacting our Mobile experts via one of the following methods:
• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile
I'm confident that one of our Xfinity mobile agents will be able to assist you!
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Hanesburn58
Visitor
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6 Messages
2 years ago
I'm not confident. As I've been in their same boat and all those resources you gave them lead to no where. Which is why we get on places like this in hopes of finding a real resource. They stated in their post that they already talked to several different people at different times and were told different things. why would, because you gave the number for them to call, yield them a better or good result...? Doesn't really make sense sounds like passing on the buck to me
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