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Xfinity Mobile - terrible customer service

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Xfinity Mobile - terrible customer service

I've spoken to at least 10 representatives via phone and text with no resolution to my issue. Any help would be appreciated.

We ordered a phone on December 22nd that was on backorder. We received an email earlier this week that the phone was available, but we had to update our card information. I called on 12/28 around 6:00 pm to update card information so that the gray iPhone X could be processed and shipped. The next day, he received an email that the card could not be processed. There is nothing wrong with the card information, so I checked the xfinity mobile app to see if there was anything I had to verify. This is when I saw 2 iphone X's on the account; one gray, one silver. I messaged customer service just for them to tell me to call. When I called, I spoke with 4 representatives who stated that they couldn't help me. One representative even told me to just take both iphones and return one later because he "didn't have a button to cancel the order. " This would have cost me money and time. Finally, I spoke with Ryan who may have been a supervisor. He was able to cancel one phone but couldn't figure out how to process the other. Ultimately, we ended up canceling both so i could reorder online. I placed the order for a gray iPhone X successfully, then received an email that xfinity needed my license and a utility bill which I happily provided. About an hour later I messaged one of the representatives to confirm receipt of the documents as there was no confirmation email sent. I was told to wait an additional 24 to 72 hours to see if the phone could be sent. Additionally, she couldn't confirm whether the documents were received. We recently signed up for internet, cable, and cellular service and were very excited; however, I now regret leaving my previous internet provider. Also, i was told I'd be charged for the phones we successfully purchased if we returned them due to unsatisfaction. I'm extremely unhappy that a company of this size does not have a staff that knows how to help customers.

I don't how to to verify whether the documents were received because nobody at xfinity seems to know anything. Please send any advice you may have.
Official Employee

Re: Xfinity Mobile - terrible customer service


RLudwig220, I can check on the status of your order. Please send me a private message with your full name, residential account number and address for help. 

I am an Official Comcast Employee.
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