Visitor
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5 Messages
Sim card
I'm thoroughly [Edited: "Language"]!!. Yesterday 2/16 I spent a considerable time(1.5 hours+) to setup an exception for my sister to pickup a SIM card from a store near my sister's location due to an emergency. As per Lawrence with Xfinity mobile, he added my sister as a user on the account and an invite was sent to her to complete the process. This would have enabled my sister to verify the account successfully.
However, when she went to the 8153 Honeygo Blvd location, the representatives did not even attempt to assist her "due to security reasons" even though there should have been detailed notations to reference the urgent request to make an exception.
I'm super [Edited: "Language"] because while I understand "security precautions" there's always a way to make secure exceptions without compromising the account. I had even asked that the store call me should they need to verify the account further.
I wasted time setting this up so my sister a D.V survivor can get immediate access to a phone.
Additionally, COMCAST rebranding is obviously a complete failure. Customer Service is still terrible and non existent!!
1400% Uber [Edited: "Language"] customer!!
XfinityLinda
Official Employee
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2.3K Messages
15 days ago
Thanks for meeting us here in our community, @user_ih04ud. We're sorry to hear the experience wasn't the best. We truly value your attempt at making the trip to the store an easy one. Like you mentioned, account security is very important to us. We'll be happy to assist from here. Can you tell me if you were able to get assistance, or are you still in need of the SIM card?
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user_ih04ud
Visitor
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5 Messages
14 days ago
COMCAST AKA XFINITY IS STILL INCOMPETENT!!!
I am beyond disgusted with the level of incompetence at Comcast aka Xfinity.
After spending hours trying to arrange something as simple as a SIM card pickup for my sister — a domestic violence survivor who urgently needs phone access to start her new job — I was met with obstruction, indifference, and zero accountability at every level.
I escalated to Executive Relations expecting professionalism, ownership, and solutions. Instead, I received the same scripted apologies and, unbelievably, “I don’t know” as an answer to basic account questions — with no effort to find out.
Let that sink in.
This is a billion-dollar corporation that cannot empower its own executive team to think critically, problem-solve, or assist a loyal customer in an urgent, human situation.
Security should never be used as an excuse for laziness or lack of initiative. There were multiple reasonable solutions available, yet no one was willing to take ownership and help.
Rebranding means nothing when the culture underneath remains broken.
Do better. Your customers deserve competence, accountability, and actual support — not rehearsed apologies and dead ends. Sharing to social media platforms so potential victims of incompetence can make informed decisions before signing up for these substandard services.
#Xfinity #CustomerServiceFail #DoBetter
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