1 Message
invalid SSN DOB
I am trying to purchase a new phone. I went into my local xfinity store on 12/11 to upgrade my son [Edited: "Personal Information"]
When I tried to verify my account with my SSN and DOB it said it was invalid. The store employee recommended I try logging in at home thinking it was an error on her tablet.
On 12/12 I went on my account, via chat and via phone and I was unable to authenticate my account and continued to get the message that my SSN or DOB was invalid.
They chat/phone person told me there was a freeze on my credit and had me call equifax. I called equifax and my account is in perfect standing no holds or freezes
After hours of trying to resolve it I was told to by phone to return back to the store to verify my id in person and they would be able to assist
I went into the store on 12/13 and the issue was the same, we could not verify my account on the tablet or computer and continued to receive the same message that my SSN or DOB was invalid.
The store employees chatted with personnel at xfinity who insisted it was a "hard freeze on my DOB and SSN by experian. I contacted experian and there is no hard freeze on my DOB SSN or any of my accounts.
The store had my reenter my DOB and SSN in "their system" and said it could take up to 24 hours but this did not resolve the issue. The store employee said they would call me on 12/14 but no one did
I tried again on 12/14 from home to purchase the upgraded phone and again received the message that my SSN and DOB was invalid
I engaged in a chat again today 12/14/24 to resolve this issue and spent several hours encountering the same problem. I received a text that ticket [Edited: "Personal Information"] was created and shortly after received a text that Mobile support has been reviewed and unfortunately we couldn't approve this request and have closed the ticket.
My issue was escalated to an individual named Kia who called me. Again a ticket was created with the number [Edited: "Personal Information"]. Kia promised to resolve the issue noting it was definitely an issue on xfinity's end and some sort of bug/IT issue blocking my account. Kia promised to resolve the issue and call me back. She never called my back and I received the same text from my previous ticket stating that Mobile support has been reviewed and unfortunately we couldn't approve this request and have closed the ticket.
My credit is perfect, I purchased a phone from xfinity in June with no issues, none of my personal information has changed and this is clearly not an error on my part. I am beyond frustrated and have wasted so much of my time trying to resolve this. I need this resolved asap as my son's phone is broken and he needs a new phone.
I am exhausted and have lost all faith in xfinity. In a quick google search I came across a forum on xfinity where customers have complained about this issue with months and months of no resolution. You can click the link below to view.
I will not wait months and need this nightmare resolved ASAP.
As of now, 8pm on 12/14 I again reached out to xfinty after not receiving a call back from Kia and so far I continue to get nowhere. I am on hold with chat waiting for someone to call me. Finally someone called me, could not assist after an hour, transferred me to someone else who again had me try entering in all my info again and then transferred me to the security department....on hold once again....
9:52om the most helpful xfinity rep contacted security and IT and was then told she needed to contact sales and I would need to open a new account. Sales informed her they could not open a new account for me. The representative told me to go to another xfinity store with more competent management!
Asked to elevate my call this is ridiculous!!! Waited on hold for over an hour and then hung up to sleep.
12/15 - tried to upgrade phone again and again recieved message invalid DOB and/or invalid SSN
Reached out to agent via chat again. Chatted with 2 different agents. Second agent stated "I have successfully run a troubleshooting on this issue in my advanced tool, here's the session ID [Edited: "Personal Information"], the SSN and DOB issue will get resolved in 24-48 hours."
I questioned why it would take 24- 48 hours and the representative responded No"as I have successfully run the troubleshooting from my end. However, since this issue is significant, the system requires time to refresh. That is why it is necessary to wait 24-48 hours.I
I need a resolution asap.
XfinityJoe
Official Employee
•
656 Messages
2 months ago
Good morning, @user_d92gy7 our team would be happy to look into this with you.
Please send us a DM with your full name and address to Xfinity Support.
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