apen20461's profile

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Sun, Aug 23, 2020 5:00 AM

Attempted TWICE (8/8 and 8/22) to order new phone online and on the phone with no success

I have twice attempted to order a Samsung NOTE20 Ultra white with Xfinity Mobile, using first the Xfinity webpage and Customer Care on the phone. With was done on two date, August 8th, and today August 22nd (on both dates used online and then called in).

The credit card number currently on file with Xfinity had to be canceled due to fraud elsewhere, and Xfinity systems will not accept a change to the new correct one online or by phone with your Care group.

On the 8th, I placed an order on the phone but that order quickly vanished from the system. Today, I was told by a Care Level 2 rep that the issuer of my credit card (Bank of America) was not allowing Xfinity to change that card number. I have never heard of such a situation being possible, and of course when I called Bank of America and explained, the attendant there started laughing. They showed no record of any incoming transations from Xfinity account at all.

I do not undertand why it is so difficulty to buy a handset from Xfinity. I would also recommend that the Customer Care scripting be reviewed to remove inaccurate instructions such like attributing to another firm the responsibility for a problem that Xfinity is solely reponssible for.


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