In hopes of being at all helpful, l’m going to chime in here with my experience of approx 40 days from ordering an XF phone w/by the gb service online on Sept 13th ...losing my mind and a month of time I’ll never recover trying to get minor and/or critical issues resolved .. to ultimately cancelling service and receiving a full refund.
I found no real difference in regards to what tier or means of connecting.. chat, phone etc. I encountered all very nice REPS, though clearly most were in-training and had no idea what they were doing. All made promises that were never kept and while I did manage to force escalations on a couple of occasions to a floor/group supervisor - those conversations (pleadings) never changed anything and once made things worse.
I did finally get through to the other side (a full refund) though obviously it was never my goal to give up working T-mobile phone service so I could spend a month fighting for working mobile phone service via XF and ultimately end up with NO mobile phone service because dozens of XF employees could not figure out how to refund the $161 they overcharged me before my 30 money back guarantee expired.
SO, I called XF one last time before calling my ccard co and maybe a consumer org but I got lucky, whomever picked up that line on that one shift made a connection with another Tier while I was on hold and got me the previously impossible thing and I was on my way to being FREE of having to deal with this everyday and free of phone service too, phase ll of this challenge now in excruciating progress.
l keep checking in here, to see if iPhone 6s is on sale like it was on Sept 13th, and also check to see if support is up to speed and running smoothly - so I can -you know- unPark my mobile phone number and reconnect with my family, clients and friends
-but sounds like same old ‘hitakis
Advice is to just keep trying .. eventually someone will be able to part the clouds cue the harp music and solve your issue like it’s 2017 and everyone has a mobile phone they rely on for EVERYTHING - apparently a few seasoned employees are sprinkled throughout XFM or AT LEAST IM POSITIVE THERE IS AT LEAST ONE.
may you hit the XFM CSR lottery soon 😉
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I did not repost my issue by the way, I posted my experience with customer support as a customer was inquiring here whether this method of support would help get better 'traction' than other means.
But I've had no updates on my own issue - DAY 28 - since YOU mentioned it..but I'm guessing you will get back to me with an update as soon as you have one ?
fyi.. the Comcast Forum Tippy Toppiest Tier just now sent me another badge of approval for that same post. 'the conversationalist badge' Please tell them thank you for me, thx.
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My understanding after 29 days now of ongoing issues which I’ve relayed 100x at least via phone & chat and these forums is that unfortunately there is no way to boost traction. Hit and miss. I’ve spoken to enthusiastic newbies, confident supervisors and those endowed with Tier 2 powers and nothing has made one WHIT of difference.
Monitors here on the forums verify ticket numbers, request info and results are nil, unless by coincidence your number was up anyway. (that metaphor is sooo very wrong but I lost my mind weeks ago from dealing with this)
In fact I asked yesterday of one: why the various XFM interactive support methods are touted and exist? when no callback commitments are kept ( 24-72 hours means never basically and someone telling me here that they’ve requested an update for me after I’ve requested an update from them, means nothing and doesn’t move your issue one square ahead on the board) and NO ETA’S ALLOWED are standard operating procedure after the 72 hours are long past -
response was this:
ed26, I understand your frustrations. At this time, the forums provides informational insight on issues pertaining to XFINITY Mobile. Calling in is the direct way to reach the XFINITY Mobile team. Here, we can answer general questions and offer basic troubleshooting. Beyond that, we can create tickets for our XFINITY Mobile team to either reach out to you directly or fix whatever can't be done here.
I explained 'but I had called in again and again with no results and ultimately only found my way to the forums in complete desperation'. It doesn’t matter.. in fact perhaps multiple tickets throws the tier into ... ?
So here is a place to vent to other people who understand exactly what you going through.. Otherwise
I've gotten XFM communiques here - but no assistance. I wish you the best of luck.
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Goose, After 3 weeks I gave up trying to get my issue solved (they charged my ccard almost $500 for a $299 phone) after they finally solved this (100 beggy conversations later) by agreeing to credit my account $2.25mo for 6 years, I called to cancel service. XF CSR told me to port my number out first and then cancel or I would lose my number, I did.. now telling me they cannot authorize a return and refund on a deactivated account. (Porting number out apparently deactivates account)
almost to the 30 day window to return phone and I have no cell phone service, a parked phone number and I’m out tons of time and money and have have not found anyone who can resolve anything, just give out ticket numbers and promises.. I’m not asking for a favor, but they treating us like we asked for this, what did we expect?
NO, they asked us to switch from phones and service THAT WORKED JUST FINE.
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5 days now before my 30 day satisfaction guarantee expires.
Literature with phone says you must procure an RMA# before you return your phone or may not get a refund.
Cannot get an RMA# though promised a callback from Tier2 3 days ago.
(Have an XF store nearby, though literature says we cannot return to a store
that phone which we've purchased online),
BUT can store staff generate an RMA#?
Might they have Tier 2 and 3 powers there?
Could this be a workaround for this nightmare?
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If you are like me, you assumed the XFM rollout was soo successful- that they may have just been caught unprepared to meet the demand and the glitches inherent in any 'big new thing'. I like to give the benefit of the doubt and go in with a positive attitude, it's just healthier - but my small 1 verification - 2 keystroke maybe- to -fix a 'they overcharged me in error issue' - after a month of not getting fixed but getting more complex and confused and now less likely to get fixxed due to 30 day guarantee window closing in - have taken me to different place. Normally mild mannered - very reasonable and forgiving never losing my temper typing into complaint forums kind of person - I'm now frankly crazed because I just cannot fathom that any company would treat their customers this way. It's been suggested that I call my ccard company and I may, but my fear honestly of that has to do with how much I need to rely on Xfinity for my broadband, home wifi devices, landline phone, and cable - I am afraid if my credit card co pulls the payment back ($486.66) that Xfinity might pull the plug to 'lien' on another service in error or on purpose. I now understand even better why monopolies are so dangerous.
Did you get an RMA before you sent these phones back in? This is what I am waiting on to return my phone, in the literature with the phone, it warns of needing to call in and get that RMA, but really only seems to be a backup confirmation of the return since our phones came with prepaid return labels that must certainly reference and link our names, account #'s date of purchase etc.They insist on you signing up with a credit card (for your own convenience of course) then getting an RMA number if you want out (which I cannot get from them with just days left on their return policy window) but they do have us all signed up and paid up with no way to get out now - without their assistance - with no recourse but to call and wait and chat and beg and come to this forum to confer and research but absolutely nothing makes a difference.
sorry, like I said ..crazed .. for no reason they can't fix with a few keystrokes for a loyal customer.
take good care during this stressful time, keep eating and deep breaths. It's not a hurricane, although if it was, you'd wish you had a working mobile phone with a working number for when they restored service.
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thanks Ken F,
I am thankful for you monitoring these boards, though I wish they gave you the authority to fix things, as you have seen all the frustration
up close. How can 1 Xfinity CSR (on the phone) tell me to port out my phone # so I don't lose it before I cancel service and return phone
and the next Xfinity CSR (a Supervisor on the phone) tell me I was given incorrect advice and am now ineligible to return my phone because I followed the advice.
If you want to keep your phone number, it is the Universal advice you'll find all over the Internet - to not cancel your service first, instead you must port your number out first, or you'll lose it.
please help. thanks e.
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How could it get SO much worse, you ask?
So after 21 days of endless waiting, teethgrinding, tongue biting, MISinformation and UNsatisfaction .. I decided to put myself out of my misery and just pull the plug on my Xfinity mobile leap into the madness. I called to say goodbye and good luck but was coerced by a nice newbie to explain it all again ---that I had ordered a phone on Sept 13th at the widely advertised $200 discount (total $325). That I was instead charged the full price ($486.66) due to an Xfinity error. I then innocently tried to alert Xfinity to their slight glitch and move on with my life .. but NOT SO FAST .. this took a dozen phone calls, chats and forum postings and many hrs holding. Usually I was told I was kicked up a tier to 2 or 3.. and would get that coveted call back to solve it. Finally I was contacted, and told that I had qualified for a $2.25 credit each month until my overage was paid back to me (I had paid for the phone in full so that's 6 years to be refunded my $161 !!!!!. that was btw charged in error by Xfinity who was charging full price for phones advertised at a $200 discount)
I told my nice newbie CSR that that was the moment I'd had enough and wanted to move on until Xfinity had their um ...house together. He was nice about it and told me to "MAKE SURE YOU PORT YOUR NUMBER OUT FIRST or YOU WILL LOSE IT >>> then when it's safely ported out - call and cancel your Xfinity service and return the phone. In fact if you Google 'porting your phone number' the number 1 directive is :: KEEP YOUR CURRENT SERVICE ACTIVE OR YOU WILL LOSE YOUR NUMBER. I followed instructions to the letter, this am was notified that my number was finally ported out successfully, so called Xfinity to cancel and get my RMA number, but NOT SO FAST. (you gonna love this next part)
I was just told this, no kidding : " M'am sorry, you OWN the phone now, when you ported your number out --that automatically deactivated your service, the system will not give us approval or an RMA number on a deactivated account, whomever you spoke with gave you incorrect information and the system will not allow a refund "
HUH? an Xfinity rep told me to port the number out first, it's within your 30 day satisfaction guarantee, I don't understand - you are saying that since I was given incorrect information and performed the sequence of events incorrectly, that I am being charged $486.66 for your error???
" No M'am you can keep the phone, it is yours. "
WHAAAAAAAAAAAT???? I don't need the phone, I only bought the phone because Xfinity doesn't allow BYOD, I already had an iPhone in perfect condition.
" I don't know what to tell you "
PLEEEAAAASE!!! Where does it say, return and cancel in this specific order or lose all your rights to return the phone.
" I will send submit a ticket to Tier 2 and have them call you back, but I'm not sure what they can do since you cancelled your service when you ported out your phone number "
Ive been waiting on TIERS #2 and #3 to help me for 3 weeks now, no one calls back, nothing get solved and when I call back in again, surely you will tell me that my 30 day window has closed.
" I will make a note on your account that you called to return the phone within the 30 days "
SIR, you just told me that you had no notes showing that I was told to 1.port out my phone number and 2. then call to cancel and get an RMA to return phone for refund.
" This is the only process we have "
watch this space ..
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With all due respect Dave, we all arrived here full of hope for answers and resolution. It’s only after many hrs on hold, broken promises and a general silent treatment that builds the frustration that ultimately wins the day. Our expectation is the phone itself will be fine, much like the phone we had before they pitched the Xfinity mobile - switch.
We were offered a great deal, and though we are well aware they wanting to keep us loyal to our package deals and then reliant on them for all data, content and communications - we know the agenda - but assumed it could be a win-win. They making it tough. All of us here are familiar with buying goods and services on the Internet -and so the one thing we know for sure ..100%.. is something can always go wrong. The other thing we know is how the seller responds to the inevitable ‘issue(s)” is the true TEST. They making it tough.
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Different Xfinity mobile issue than the issue discussed here, I do have my phone and my number was finally ported, I am still though waiting on my refund, any clue as to when that will happen?
If you recall, I ordered a phone on the 13th of Sept for promotional price ($325), that was acknowleged in an email on the 13th of Sept, but then the full price
was debited from credit card ($486.66) on the 15th of September. I've been told that my eligibility for the discount has been confirmed by the back office team and the refund is in process, but I have not seen it. I was told it was a 7-10 day process, we are at day # 12 now.
do you know what the holdup is? Is there some other way I can assist in making this happen? since Xfinity back office has deemed me eligible for the promotion the discount and the refund too, I assume we should be almost all the way there by now. I run a business and it doesn't take but a few keyboard strokes to
issue a refund. I'm not interested in a credit to my Xfinity account, just a straight refund to my credit card.
kind thanks, e.
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I do believe they will ultimately get this resolved, my frustration and confusion frankly is what they seem to be willing to put us through in the meantime. I run a biz and this is not how it's done. WE are loyal XFINITY customers - who bought into what they were selling via a multizillon dollar advertising campaign. WE were asked to make the leap, the purchase, the comittment, cancel contracts - switch carriers and port numbers, lose all the equity in the perfectly fine phones we already had. What we did not agree to was hours and hours on hold to be transferred and put on hold again, reVerifying our Xfinity identities each transfer as if it were we the customers trying to pull something on them, then retelling our stories hour after hour day after day after day or waiting for upper tier callbacks that never come, in limbo while our previous carriers ding us for the next service cycle that we can't be sure we won't need. Everyday I check my credit card for the refund so I can simply move ahead with this (who thought would be such a) grueling endeavor. It never comes.. which is also very confusing.. as the money was plucked in a flash from my account, I imagine it would go back in just as quickly. If it's an overwhelming response to the promotion -then we know for sure that they have the capital$$$ to put a lot more talent to work on the 'refund the credit card' -team. so what gives Xfinity?
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No refund yet, but have been told several times that there is a ticket and it's been verified that I ordered on the 13th - eligible for the discount and told once (on the chat screen) that I should see refund on my ccard within 7-10 days. I asked for a confirm email on that refund part, but that was beyond all capability it would seem.
Here's the chat I had last eve, about 6:21pm MTN - I did screen capture it:
XFINITY Mobile Live Support Type a message to get started! ELYNNE I was given a ticket number, 3848565, a week ago and told someone would call me regarding being overcharged for my phone.
Chat started Please wait for an agent. There are 13 visitor(s) waiting to be served.
Customer Service Due to the overwhelming excitement for Xfinity Mobile we are experiencing longer than normal wait times. Thank you for your patience and we will get to you as soon as possible. We have 24x7 support if you would like to try us later. ELYNNE I have called and chatted and texted, I want to know if the refund is being processed
Grace joined the chat
Grace Good day! Thank you for contacting Xfinity Mobile Support. My name is Grace and I will be more than happy to assist you today.
I am sorry that you have been charged incorrectly. I have verified that you qualified for the promotional pricing. We are aware of the issue and your charges will be corrected within the next 7-10 business days. Your credit card will be credited and you will only be charged the promotional price. Thanks for choosing Xfinity Mobile. ELYNNE Grace .. hi
Grace HI Elynne, How are you doing today? ELYNNE Can someone send me an email confirming that information, I have the new phone but do not want to open/activate it until I have confirmation that I will pay the discount price.
Grace I do understand that you don't want yet to open or activate your new phone. For the email, I'm sorry I am not able to send you the information but since you already have the ticket number rest assured on that our back office team s working on your account. ELYNNE Can someone send me an email.. I have to sell my old phone, cancel my other service and I do not want to do that until I have confirm, nothing personal but this has been one long run around.
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Piling on here: ordered iphone SE on Sept 13th @ $200 discount - xF website displayed total with taxes/ shipping & phantom fees as $325, an immediate email sent to me confirming the order. On the 14th a 2nd email arrived reconfirming the order, with full price to be billed to my credit card $486.66. I have since called, texted, chatted and repeated all those to the tune of 3 hrs+ holding and typing and reexplaining only to be promised an unrequited callback from those in the know with the power to right this wrong. I am very concerned that this awaits me if any glitch occurs with this phone.. the using of it, the billing of it.. the counting on it ..even the mere activation.. I don't have endless unpaid hrs to sit here in the void. Please Xfinity, if the response to mobile has been so exciting and overwhelming, then step it up at all costs and greet your new mobile customers with above and beyond expedience and competency - dont kick off mobile with a grudge match please. Thank you
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