Monday, February 12th, 2024 2:07 PM

Worst Experience Ever

Visited the Union Nj store on January 22nd. After reviewing my options,  I decided to switch from Verizon to Xfinity Mobile. This was for 2 lines. We wanted to purchase 2 new iPhones, 1 Black IPhone 15 Pro 1TB and 1 Black IPhone 15 Pro 512GB. I had a promo code for $500 off each phone. After completion and ordering we noticed the Xfinity employee had selected the incorrect phone for my wife, he chose a Blue IPhone Pro 15 128GB. The employee then said "I'll fix this, don't worry you don't have to stick around for this." My wife and I left the store. The next day I noticed the mistake wasn't fixed and the incorrect phone was shipped. I stopped by the same store at 6:30pm on January 23rd and spoke with the same anemployee again. He said that there was nothing he could do since the phone shipped. (Obviously he lied to me on January 22nd because he told me he was going to fix it). Employee told me once the phone arrives that I would have to come in with the phone and return it for the correct phone. I received the phones on January 25th and went into the store. The Employee wasn't there when I got there and I was directed to another employee. I explained the situation and she began the exchange. She attempted to complete the exchange but couldn't. Original employee arrived after 20 minutes and took over assisting us. He said that the other employee made a mistake and did a return versus an exchange and that I would have to make a $300 payment to cover the different in the cost of the phones. Employee then told me he activated my account and that I would be getting a "new phone number temporarily". I emphasized again that we would need to keep our existing numbers but he said not to worry because he will port my existing Verizon number over once this was all fixed. We tried to order the correct phone but Employee explained that since the other employee mistakenly entered this as a return, the available credit on my account was maxed out and we would have to wait another 24 hours before that was refunded. He gave me his buisness card and told me to call him in 24 hours. I called Employee 24 hours later on January 26th 2 times but he never answered and I texted him. I followed up again on January 27th but he continued to ignore me. One January 28th I decided to visit a different Xfinity store because I no longer trusted the staff at the Union store. I visited the Hillsborough NJ branch where I was helped by the Assistant Manager. I explained to him the situation and he was very helpful. He entered a help request in for me and told me I would hear from someone in 48-72 hours. He gave me his contact number and told me to text him in 72 hours if I haven't heard back. It has been 15 days since then and I still haven't heard anything. I texted the employee 4 times with no reply. I contacted Xfinity chat agent on February 3rd 2024 and explained the situation, the chat agent told me everything has been resolved, i immediately checked and of course it was not resolved. I contact a second Xfinity chat agent on February 7th who after almost an hour of conversation had zero resolution and essentially told me to "wait a little longer". It's been 21 days and there has been no resolution and no communication. As a cherry on Top, I just got a notification that my bill is due in a few days. My bill? I don't have any activated phones or any service, what am I paying for? I'm ready to just cancel the Xfinity mobile contract and my home internet, tv and Phone. Verizon is much easier to deal with and they have Fios in my area. 

Official Employee


1.4K Messages

9 days ago

Hello, @user_git2d0 Thank you for reaching out for help with Xfinity Mobile service, via our Xfinity Forums. At this time we have limited access to Xfinity Mobile accounts. To receive customer support, you'll want to reach out to our exceptional team of Mobile experts. Support information can be found here: https://www.xfinity.com/mobile/support/article/what-type-of-support-does-xfinity-mobile-offer#:%7E:text=Text%20an%20Xfinity%20Mobile%20Specialist 

You can contact our Xfinity Mobile support center via any of the following methods: 

  • SMS Text Message: 1 (888) 936-4968
  • Phone: 1 (888) 936-4968
  • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

If you've already tried these methods please send our team a direct message with your full name and full address so we can facilitate contact with the Xfinity Mobile Team? To send a direct message: 

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

2 Messages

Didn't you even read the post? They already tried calling, chatting and going to an actual store multiple times and they were no help. It's typical that you can't actually do anything to help this person, in my experience with Xfinity so far none of the Customer Support/Technical support agents were able to do anything to help either. Xfinity customer support needs an overhaul in the worst way. It's hostile to the consumer.

It's ridiculous that official Xfinity forums, where people come for help, has no resources to help a person other than "Call Support".

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