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Xfinity complaint: unlocking phone

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Filed 29 Jun 2022 by Linda

First I am not sure when I started with xfinity or what customer service center I was dealing with

June 28, 2022
xfinity customer
Service Manager

I am writing to express the most frustrating and anguish I have ever experienced with a company. The servicustomer service that you provided or in better terms the customer service I NOT get.
Let’s start with, I had no phone service for 5 days!!!
I made the decision to go with a different carrier and needed my phone unlocked by xfinity. On July 23, 2022 I Called customer service at 888-936-4968 to have it unlocked. I spoke to 7 different people and was on the phone for over 5 hours. I finally received a code and that CODE DIDN’T WORK!!!
On July 24, 2022 I went to the local Xfinity store, the manager on duty said that I would not lease the store until it was unlocked. The associate that worked with me at the store said he was unable to get a code, but I would receive an email in 24 to 48 hours.
48 hours went by and I received no email. OI was that n July 26th I went back to the store. I was told that the department that unlocks phones does not work on weekends!! So I was suppose to wait another 24 to 48 hours to receive an email with a code.
Finally on July 27th I received a code to unlock my phone.
I felt that my phone was being held hostage, that xfinity did’t want me to unlock my phone. I had no recourse but to sit and wait.
Not only did this leave me in a postion to not receive or call anyone, I used facebook messenger to correspond to a handful of people. On July 26th Facebook emailed me stating that my mobile phone was deactivated for facebook text messages. I am still unable to sign in to facebook.
I am reporting this incident to FFC, Federal Communications and Government Affairs Bureau and to the BBB thru Fairshake website.
No one should ever be treated in the manner that I was, I can only hope that no one else has to go through the nightmare that I did

Linda Chinault
5327 W Shawnee Ave
Spokane, WA 99208
509-496-9512

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1 comment

  1. Belle Burkett

    I also had a problem with Xfinity not unlocking my Husbands phone for seven days. They sent me a text that it was unlocked on the first day, but the phone was not unlocked, I had to go into the store and he said that it would be a couple more days, and still not unlocked. I finally had to call my new Carrier and they called and finally they unlocked the phone. I also felt like they were holding my phone hostage! My husband had to go any buy a cheaper phone so he could have access to a phone, he is a disabled Vet.
    Very displeased with this Carrier, I would not refer them to anyone.

    Reply

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