2 Messages
Phone is STILL LOCKED for 1 week!
My phone is completely paid off and still LOCKED. I have chatted with numerous agents, who have submitted 'tickets'. Three tickets submitted. Each agent keeps saying 24-48 hours but phone is STILL LOCKED. None of the agents provide an explanation as to what is going on. The last agent told me to visit an XFINITY store, which I will be visiting tomorrow. I really don't expect much help tomorrow.
XfinityGabby
Official Employee
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1.5K Messages
1 year ago
Hello, @jpz79. We certainly understand the urgency of being able to have access to your telephone. I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. We understand you've reached out multiple times via chat, but, have you attempted to speak with our Xfinity Mobile team by phone or text at 888-936-4968?
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jpz79
2 Messages
1 year ago
Yes I called the mobile team and they told me the request wasn't entered until the 29th, which is false. I was requesting unlock since Thursday the 24th, and spoke to numerous chat agents and 2-3 supervisors. There are three tickets entered in the system for the same issue and still no resolution (Ticket#ECM0003546551 Ticket#ECM0003525210 Ticket# ECM0003454796). I even was directed to a xfinity store about 30 minutes away, and when I got there they told me there is absolutely nothing they can do at the store. What a waste of time and energy. The chat agents may as well be bots, because they keep saying the same thing 24-48 hrs.
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