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Mobile Order Verification Nightmare!

Regular Visitor

Mobile Order Verification Nightmare!

I have been with xfinity mobile for about 2 years now. I paid off my device early so I can upgrade to the new iPhone 11 Pro Max.

I go to place the order in store and the Customer Service Rep tells me that it won’t let him order the phone since I barely paid off my phone and it needed to process. Made sense so I waited till the money was officially out of my account.

Call in to place the order and gave all my information. Completed! NOT!!! The next day I get a call stating I needed to verify my order I placed so I gave them all my information. Bank Card, SSN, Birthday and address.... No verification questions came up from Equifax (the credit bureau the use) CANCELLED MY ORDER. I asked what I could do about it and the rep gave me the phone number to equifax, gave them a call after EXTENSIVE questionnaire just to find out that there is no block or freeze on my account.

Call xfinity mobile again and their suggestion was to put another order in so they can process it. So I did, even though I didn’t have the money from the first cancellation.

Get a call the next day to verify and AGAIN THEY COULDN’T VERIFY ME! Again my order was cancelled.

I just want my upgrade since I paid of my phone already!

Call the company again and ask to speak to supervisor or corporate. Just to get told that they suggest I keep on placing an order until it verifies.

I don’t have that money to just place all orders! My issue is that when I first got my phone it was literally a BREEZE to get no questions NO VERIFICATION NEEDED. They even sent the phone to my apartment.

But now that I want to upgrade they can’t help me. I even asked if I will ever be able to get a new phone without verification and they told me no.
EVEN IF I GO INTO THE STORE TO PICK ONE UP THEY WONT RELEASE IT TO ME BECAUSE I HAVE TO VERIFY MY IDENTITY OVER THE PHONE!!


So am I stuck with my IPhone X forever!?!

I really do like XFINITY MOBILE but I’m literally out of hope that I will get my upgrade EVER.
New Poster

Re: Mobile Order Verification Nightmare!

My friend, I am in the EXACT same position... see my post:

https://forums.xfinity.com/t5/Xfinity-Mobile/Dismal-Preorder-Experience/td-p/3261786