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Xfinity Mobile Fraud Account

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New Poster

Xfinity Mobile Fraud Account

I have been trying to close a fraud xfinity mobile account that someone opened under my core xfinity services.  I got a call back in June welcoming me to xfinity.  Once I called I was informed it was fraud and it would be closed in 72 hours.  It's since been almost 5 months and the issue is still not resolved. I have contacted mobile several times and have gotten nowhere.  What else can i do?

Contributor

Re: Xfinity Mobile Fraud Account

Are you still being charged? Go online to your state’s attorney general office and see if you can file an online complaint. I’d have to guess that xfinity mobile is severely understaffed and undertrained and this is falling in between the cracks. That is no excuse but still it needs corrected. 

New Poster

Re: Xfinity Mobile Fraud Account

My Xfinity account -- used for cable and internet -- was hacked not once, but twice.  Two iPhones were ordered on it the first time, and even after I went throught the reporting process, three iPhones were ordered on it the next time.  I was told this is happening quite often.  It's astounding.  I also informed them that I never, ever, want to use Xfinity Mobile, and that I never asked to open an Xfinity Mobile account.  I asked them to close my Mobile account, but I can still get to all of the account information, and nothing there says that the account has been closed.

 

Thankfully they didn't use one of my credit cards to order the phones.

 

I also had to wait on hold for 30 minutes to report the fraud the second time, even after I was forwarded to a special call center I was told had been set up because this had been happening to so many Xfinity customers.  The banks I've been customers of when card info has been stolen were sensible enough to get people right through to a support person in fraud cases.  Not Xfinity.

Official Employee

Re: Xfinity Mobile Fraud Account

 

Beemer328, have you submitted a claim via  https://www.xfinity.com/IDTheftclaimform ? mgear1, did you do the same?




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Most Valued Poster

Re: Xfinity Mobile Fraud Account

Can anyone say thank you very much Equifax?  Smiley Sad

Contributor

Re: Xfinity Mobile Fraud Account

amazing Fraud Case even with a hacked internet , I had to go through many personal questions 

that couldnt have been found by a hack , it fraud is getting worse ,,, hence all the hoops we have

to jump through now , which shippers are forced to make us do

New Poster

Re: Xfinity Mobile Fraud Account

Yes ive done everything requested. 

Official Employee

Re: Xfinity Mobile Fraud Account

Yes ive done everything requested. 

 

Beemer328, good. Have you also been in contact with our customer security assurance team? They'll be the one to conduct the investigation.

 




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Re: Xfinity Mobile Fraud Account

New Poster

Re: Xfinity Mobile Fraud Account

No it just contiues to go into a black hole and i get bounced around. Candidly it doesn't seem like Xfinity is set up to handle the request as it's a new product.  I've been trying to close the account since July. 

Official Employee

Re: Xfinity Mobile Fraud Account

 

Beemer328, they can be reached here: 1-888-565-4329. 

 

Did you ever speak with them? Did you get a fraud ticket number? Did you file a police report?

 

In the meantime, you can private message me your full name, account number and address so I can request for the XFINITY Mobile account to be reviewed by our fraud team in XFINITY Mobile. 

 

KenF




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Re: Xfinity Mobile Fraud Account

New Poster

Re: Xfinity Mobile Fraud Account

The same thing happened to me on Thanksgiving Day. I have spoken with six reps since then. This morning when I read that the phones had shipped to the fraudulent person halfway across the country, I again contacted Fraud and asked to speak with someone in the U.S. I was transferred. I spoke with Lisa who is not in fraud but works in the mobile division. She contacted Fraud and we did a three way conversation with the same script from the fraud rep. I was getting nowhere with him. Lisa's contatcted her supervisor who contacted FedEx to stop the shipment. I am at the moment waiting for a callback from him. I was outraged that there was no ticket # from Fraud and that I was repeatedly lied to regarding stopping the order. I was assured that I would be contacted before the shipment but I wasn't. On Monday, I will contact my state attorney general where I will file a formal complaint against Xfinity mobile and their fraud department. I am also going to file a police complaint against the person listed at the name of the order email to whom the phones were to be shipped. I repeatedly told Fraud that a red flag should have gone up when the phones were to be sent to someone other than the name and address on the account. This is outrageous. I suggest that you contact your state attorney general and do the same. My AG looks out for his residents. He even conducted a seminar regarding such things through AARP. I know that he will go after Xfinity and the criminal who is hacking. This is interstate commerce and is very serious.

New Poster

Re: Xfinity Mobile Fraud Account

The same thing happened to me several days ago. I answered on Beamer's posting of November 7. You can read my details there. They will not give a ticket number. You are left with lies and in limbo. After being in touch with six reps in three days, I kept getting the same script.I am now waiting for a callback from a supervisor in mobile who supposedly is stopping the order with FedEX. I am contacting my state AG on Monday and filing a formal complaint against Xfinity and will also file a police report. This is interstate fraud and is serious. Xfinity's fraud department is out of the country and they are incompetent. Nothing is being done, the order was not cancelled as promised although I have been on the phone for three days. My Thanksgiving was destroyed and Xfinity does not care. No security questions were asked of the person who ordered and the phones were being shipped to another address other than the person on the account. 

New Poster

Re: Xfinity Mobile Fraud Account

Please contact your state attorney general. I know exactly what you are feeling. I will contact mine on Monday and will also file a police report.

New Poster

Re: Xfinity Mobile Fraud Account

Thank you so much for the number. I just called and everything has been resolved. That mobile acocunt has been removed. Also, by contacting Lisa in mobile this a.m. the phones were stopped in transit by her supervisor at the FedEx facility. Praise the Lord. God is good. I hope that this will help Beamer.

Have a blessed day.

Official Employee

Re: Xfinity Mobile Fraud Account

Thank you so much for the number. I just called and everything has been resolved. That mobile acocunt has been removed. Also, by contacting Lisa in mobile this a.m. the phones were stopped in transit by her supervisor at the FedEx facility. Praise the Lord. God is good. I hope that this will help Beamer.

Have a blessed day.

kay52022, glad to hear it. 




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Re: Xfinity Mobile Fraud Account

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