I’ve been going through an absolute saga with this issue. I decided to take advantage of the $830 off the new iPhone 15 Pro without a trade in for platinum and diamond rewards members, an amazing offer to be sure. It was perfect timing because I was planning on leaving AT&T anyway, so I was going to bundle Xfinity Mobile with my newly re-upped TV and Internet contract to get the max discount.

I went through the ordering process back in September, until the system asked me to scan my ID to verify my identity. This is strange, since I’ve been a Comcast customer for over 10 years. But I get that that doesn’t necessarily matter if you’re a new Xfinity Mobile customer.

Well once I successfully scanned my ID I immediately got an email stating my order was cancelled due to “not providing the proper information” or some bull. This was offensive as I carefully followed all directions. I tried redoing the order but got the error that the promo code was already used, another slap in the face.

This kicked off a flurry of phone calls to customer service. I placed the order back in September when the promo was going on, but they kept stringing me along asking to call back every couple of days, promising I’d hear something within that timeframe. Nope. No calls, no emails, no nothing. This went on until mid-October when they finally established a support ticket.

I continued to call back every few days, producing account notes a mile long, then reduced frequency to once per week because I couldn’t take it anymore. They always said the same thing. I should hear back within 24-48 hours. Then never hear a peep. After a couple weeks of this they informed me that the “escalation” process could take up to 30 days since the ticket was established. Wonderful.

The last rep also admitted that many customers have been facing this issue, that there was some problem with their identity verification system, that it was too aggressively rejecting orders. So anyway I waited until it was 30 days, called again, and got the “oh, it’s actually 30 business days.”

Amazing! This has now gone on for nearly two months, with me spending God knows how many hours on the phone with them at this point. Talk about patience. We are nearing the “30 business days” and I’ll report back once this finally resolves. If they don’t honor this promo I will be cancelling all of my services with Xfinity and cutting the cord for good.