Xfinity Mobile Chat Agents Gave the Run-A-Round Philadelphia Pennsylvania

I normally have little to no complaints about Xfinity Mobile, good services at a great price, where's the gripe? Unfortunately, I had at least four when I needed to make a payment deferral, and trying to do so wasn't easy. Their website doesn't make "payment deferrals" readily accessible, but I was able to make it possible via Xfinity Assistant, albeit through a series of prompts. It took a couple of days to get an affirmation, and on June 18th, I received an email (Gmail) stating it was deferred. 

All was well until July 1st, no service, but that wasn't my initial thought. Remember, I had a deferred payment for June, but through at least two hours of troubleshooting, I figured that must've been the issue, and it was. I made another payment deferral via Xfinity Assistant, set for July 11th; however, the system was unable to process the request and stated I needed to call customer service. Unfortunately, I have laryngitis and had to use Chat Agent. 

The first agent told me the opposite of what I've been experiencing. No ma'am, your services are active, and yes, there's a payment deferment for July 11th. They posted a link to "Quick Pay," but everything, according to them, was fine. That was the point of the deferral, I can't do a "Quick Pay". Plus, my services weren't "active". I still couldn't receive or send texts or calls.

The second agent confirmed what the first agent stated, but both lines were on hold. I thought they were active? No worries, through their advanced tools, they were going to fix the issue. All I had to do was wait 4 hours and restart both phones. Instructions noted and completed, still no resolution.  

The second agent's advanced tools weren't advanced enough because, according to the third agent, nothing was fixed. Not to worry, everything will be fine. Through a series of troubleshooting techniques, one line became active. The other, an order had to be placed. It would only take 60 minutes and an email confirmation. After which, restart the phone. My quest to resolve my "payment deferral" and "no service" issue happened in a day, into the wee hours of the next morning. I figured, get some sleep, and all would be well. All wasn't.

A new development. The fourth and final agent indicated my SIM card was defective. Awesome! I can't understand how. I never touched the SIM card since my service started two years ago. It possibly could've been the 3rd agent needing confirmation that the physical number matched the number in their system. Sure wish they would've given me instructions for that. No worries, either I can receive a new one in 2 days via the U.S. postal service, or visit the nearest Xfinity store 12 miles away. I guess a little road trip would help with sleep deprivation.

At least watching Marvel's "Avengers: Infinity War" made it worth the trip, and also speaking to a physical representative face-to-face helped as well. As much as I could do with laryngitis. What made it even better was FINALLY getting an answer. One line was active, the other hotlined. Why? It took me two hours to figure out I had no service, so I wouldn't know. The SIM card wasn't going to help or bypass this. I had to, all together now, pay the past due amount. That was the whole point of the deferment: I couldn't pay on the due date or the day after, but through a process of elimination, I made the payment. At least I could put another bill on hold. Paid, done, and done. Services were restored 2 hours later.

My head was spent right 'round. I spent all day into infinity chatting with agents giving false information, half-truths, and empty promises. To think I gave at least 2 a good review. Only the email sent to my primary address (Gmail) was the deferment approval. The other emails asking "where's the payment" were sent to Xfinity's complimentary email address (Comcast), and that one is mainly filled with advertisements and promos. So, of course, I rarely check it. 

I guess this is one of the drawbacks to having a mobile service whose rates can rival those of T-Mobile and Verizon, dealing with agents that like to play "ring around the rosie".