Escalation on Support team - Unable to unlock the devices after paid the bill.

Team, Does any one know the escalation matrix for Xfinity mobile ? The chat support team is not that much capable to resolve the issue on unlocking the devices.

From past couple of day i chasing to get it- but team says every time we will here to help you only thing. But failed to help. As of now i approached couple times and they created ticket to unlock - but there is no use.

Ref Ticket :[Edited: "Personal Information"] & [Edited: "Personal Information"]

Does anyone can share there high-level escalation team details, that would be a great help.

@Xfinity Support @Support_Now

Responses

Oldest First

Selected Oldest First

XfinityMarshante

Official Employee

•

864 Messages

15 days ago

Hello @user_525fe6, thank you for taking the time to leave a post. Sorry to hear about your experience when trying to get your mobile phone unlocked. Since it's been a few days, are you still having issues, or has the mobile phone been unlocked?

3

0

U

user_525fe6

Visitor

•

4 Messages

Nope - Issue is same and wasted my payment which is $1800. I would like escalate to higher level team for resolution.

Like

Reply

15 days ago

0

XfinityMatthew

Official Employee

•

1.3K Messages

Please send us a direct message with your full name and the service address. We can check the existing ticket and escalate it to the higher corporate mobile team to help get this resolved for you.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

15 days ago

0

U

user_525fe6

Visitor

•

4 Messages

@XfinityMatthew - Direct message done.

Like

Reply

12 days ago

0

Devices

user_525fe6

Escalation on Support team - Unable to unlock the devices after paid the bill.

XfinityMarshante

user_525fe6

XfinityMatthew

user_525fe6

New to the Community?