Visitor
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2 Messages
Account / identity Verification backend issues
Hello,
I am trying to surprise my wife by upgrading her phone to the iPhone 17 pro. I went to log into my account to change her data plan and trade in the device, only to receive multiple errors.
when I click on change data plan, I get an error saying that I cannot make changes as I have a pending change currently that needs to be completed. I haven’t made a change to my mobile service in years.
when I click on upgrade my device, request a transfer pin, any other options it says there is account is not verified and I need to go to an Xfinity store. I have had this account for 10 years, never changed my phone number. Never changed my email address. I reach out for help on the app, they tell me to go to the store.
when I arrive at the store, the rep needs to scan my ID to get into my account. He proceeds to tell me that he cannot help fix this account verification issue and that I need to call CSA.
I go home and call CSA. I spent over an hour on the phone with CSA trouble shooting. They cannot seem to figure out the issue. They tried changing my phone number to my wife’s number, adding a secondary email address. They tell me my phone number is not “seasoned” when it has been the only number on my account for 10 years. So clearly something is not right here. I am unable to change my password, I am unable to turn on two factor authentication. I truly cannot do anything in the app at this point over this verification issue.
they transfer me to the mobile team, and we have the exact same conversation; they cannot fix the issue. They ultimately tell me that I need to go back to the store to have them verify my identity. I do not believe that is going to do anything for me and we are just going in circles at this point.
I have had this account and been a customer for 10 years; I am a diamond level member: I need some help to actually figure out what is going on in the backend of the system here. Something is not correct, these CARE reps can’t seem to figure out what it is.
XfinityAldrik
Official Employee
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2.7K Messages
2 hours ago
Thank you for bringing this to our attention @user_a7nir1! We appreciate you sharing the steps you've taken thus far. At this time, we'll need to review the account, prior interactions, and the tickets related to the issue.
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