We've never had such a difficult time signing up for a service and now after weeks and weeks of store visits, phone calls and the absolute run around we are about to give up - maybe this forum can help? Is Comcast corporate aware things are this bad? That they spent so much advertising money prior to and during the Olympics promoting Xfinity Mobile only to make it next to impossible to sign up and that the process to do so is this bad and their customer service, while at time patient and kind, results in hollow promises and no follow up? Or maybe there is a hidden agenda to only have this service available for people who plan to purchase new phones at their store vs bring your own device? What's up COMCAST???
Brief backdrop: We recently moved to a new city, purchased a new home, signed up for xfinity internet and tv even though most of the homes in our neighborhood have a dish and after seeing all the promotion for xfinity mobile available thought it made sense for us since it uses Verizon towers and we've been Verizon customers for 15 years. Our credit score is in the 800's and have a healthy history of paying our bills on time.
Ours is such a long story - the short of it is, there was or possibly still is a fraud alert on our account that was initiated either by someone else attempting to order phones or per one customer rep someone with the almost identical name calling their office to say they didn't authorize a password change - but either way it wasn't us and we've been working with the fraud department for weeks now and were told several times it would be taken care of only to learn it has not. A ticket was given then closed. A credit was given twice but never received. Our last call we were encouraged as the fraud rep said he could order us SIM cards and took our phone seriel numbers and still crickets. No confirmation email. No cards in the mail. We hesitate to return to the store or call back as neither has worked.
What do we do now? Is there someone here that can HELP?
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