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user_c5aa66
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3 Messages

Tue, Aug 3, 2021 1:24 PM

Unable to finalize purchase through Xfinity

I have made two separate purchase of 3 phones and a voice plan over the past 3 days. I have spent hours on the phone and still have not been able to complete the purchase. Xfinity is unable to complete the verification process.  I have contacted all 3 credit bureaus and there is no hold or issue with my credit. I would like to become an XFinity Mobile customer but there is an issue on your end which is preventing this from happening.

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1 m ago

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XfinityEva

Official Employee

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171 Messages

2 m ago

 Thank you so much for reaching out to us about this issue with your phones and I apologize for the inconvenience. Have you been able to resolve this since your last post? If you are still having any issues I would also recommend reaching out to our  excellent sales representatives with Xfinity Mobile Team at

• SMS Text Message: 1 (888) 936-4968

• Phone: 1 (888) 936-4968

https://comca.st/3AemzXf

 

 

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user_c5aa66

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3 Messages

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2 m ago

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XfinityAdrienne

Official Employee

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28 Messages

I am very sorry to hear about the experience with getting your devices ordered. I would be happy to reach out to one of experts to ensure this is resolved. Please follow the steps below to direct message us: 

 

To get started, please send us a private chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.


Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message Icon"
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 m ago

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user_c5aa66

Visitor

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3 Messages

1 m ago

I am currently chatting with Xfinity-Chat

331121310782601651. They had to re-do my order 3 times before it was finally placed. Order #371738893 should have been cancelled on August 2, 2021 but is still showing open and on back order. I have already paid for all 3 phones that I ordered but this order has charged my credit card. The chat agent states that the only thing I can do is refuse delivery.  I do not understand why a business cannot cancel an order that has not shipped. I really do not understand why it is fair for you to leave outstanding charges on my credit card for an order which I have replaced. Perhaps I should refuse delivery of the 3 phones which have shipped and stay with Verizon.

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XfinityBayley

Official Employee

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19 Messages

I completely understand not wanting to deal with an order you've tried cancelling. Was the chat able to assist? If not, please send us a PM with your name and Xfinity Mobile number by following the steps below.

 

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 m ago

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