The two order attempts online in April was a complete failure. The third time was in the Xfinity Mobile store when we were told the account was flagged for fraud. An Xfinity rep told us that all was fine now and we should be able to purchase from the store. In my previous post, Ken [Comcast Rep] believes when my daughter used her own debit card to purchase the iPhone it likely flagged the account. I made sure my card was the one on file that matches my account. We finally received a credit for the restocking fee for a phone we never received. They will not credit the restocking fee to the card only a credit.
We tried to order from the store yesterday but the representative stated we couldn't do it. He didn't know the reason and of course suggested I call Xfinity. Before calling Xfinity this morning, I tried ordering from the website. The order was processed, received a follow up email requesting documents, and the required documents were uploaded a while ago. I am hoping it will work this time. If it ships then I still need to burn a vacation day to stay home for the iPhone. The shipping restriction with FedEx is ridiculous. They need to make changes to allow their customers that work all day to have the option to sign for it at the FedEx facility.
Will update if the phone ships and we actually receive it.
Solved! Go to Solution.
Update on 5/9/2018 at 10:02 PM PST
Yesterday, I contacted Comcast ECARE also known as Office of Tom Karinshak and explained the recent issue. My information was forwarded to the Regional Executive Team. I don't know if this executive team even exists. I was told I would be contacted the first time I submitted a complaint back in April. I still haven't had a conversation over the phone with someone from Comcast that addressed my issues with Xfinity Mobile. As of now, no email or call from this "Regional Executive Team."
A complaint was filed with the FCC Disability Rights Office because of customer service representatives refusal to accept relay calls. We'll see if Comcast really cares or not.
Update on 5/13/2018
I received a call on Thursday 5/10 to help resolve the recently cancelled order. There was no way to rollback and process the order. It was suggested we try ordering online again and to call the representative back. The difference this time is the representative would oversee the process to make sure it passed the review and iPhone ships. On Friday 5/11, we ordered the iPhone again. We received the email requesting to upload the same documents we uploaded three times already. However, this time we received a shipping confirmation before we uploaded the documents. We received the shipping confirmation email about four hours after the order was placed. We didn't need to call back the Comcast representative. The expected delivery date is Tuesday, May 15th. After a month of trying, it appears we may finally be receiving the iPhone we have been trying to order.