Community Forum

XM cell phone order gets cancelled: verification email not received

New Poster

XM cell phone order gets cancelled: verification email not received

Hello,

I have placed 8 or 9 cell phone orders one after another so far, as they keep getting cancelled without any sort of notification. I get the order confirmation email, but nothing after that. When I call to check the status of my order I am told it has been cancelled. I have spent hours and hours on the phone and summary of each conversation is like below:

Agent: Fraud verification email was sent, fraud review team didn't receive any information so order was cancelled.

Me: I did not receive any email.

Agent comfirms he/she cannot find any 'sent' email for fraud review towards my email addres. So, s/he 'escalates' the issue to tier 2 and gives me a new ticket number. I am promised to get an email or phone call from fraud review team to verify my identity and the order will be processed after that. 

There have been so many tickets opened now that I lost the count. But still none of those orders have been processed or cleared.

Can anyone actually help me there please?

 

Official Employee

Re: XM cell phone order gets cancelled: verification email not received

Hi upaltn, thank you for reaching out and I can assist reviewing any open tickets with you.  Could you please send me a private message with your account information (your name, address and account number). 

 

Thank you