Collections on a Fraudulent Account

@XfinityBrianW​ yes, and I was assigned a reference number. When I talked to them and raised questions I was told to fill out identity theft forms. These forms are asking for information I do not have, have not been given information to even know the timeframe, or how the account was opened and how it was validated. I asked to speak to the supervisor and was told they would call back. I have not received any call back. 

Initially they wanted me to scan and upload documents, and I do not have a scanner. Then they wanted me to email them the documents, and I said email is not secure, and it hardly made sense to provide forms for identity theft in a manner that could result in identity theft. They're not providing any other information about the fraudulent account, which is ridiculous.

Thank you for the response.

@XfinityMartinB​ I have sent the message with the information requested using the instructions above. Thank you.

@user_1657d4 I sincerely apologize for any difficulties in working with our Customer Security Assurance team on what I am sure is an ongoing and frustrating issue. Based on our private DM conversation, I do see that you have already been in touch with the CSA team and that a security ticket and Identify Theft claim has already been opened with their department. If specific documentation is being requested by the team, we do recommend continuing to work with your CSA point of contact with any concerns you may have about options for providing any necessary documentation to continue the investigation.

The Customer Security Assurance team is available from 8:00am-12:00am EST, 7 days a week at 1-888-565-4329 and would have the most accurate and up-to-date information regarding any Identity Theft or fraud claims.

@XfinityShaina I appreciate your response.

Unfortunately, they are asking for documentation in the form of utility bills or a mortgage statement to verify residence for a house I lived at and sold several years ago. I don't know of anybody who keeps utility bills or a mortgage statement for a house that was sold several years ago. The alternative documentation they suggested was a bank statement or tax return, neither of which I feel is reasonable. Comcast has no business knowing my income, tax return information, or bank account statement information. 

Again, I appreciate your response, and I do not think the employees are the issue, it's Comcast's customer support policies and system, which are designed to make it as hard as possible for customers to find resolution. The employees are only following the script and procedures mandated to them by Comcast, and it's a shame, because I imagine they're the ones taking the brunt of customer dissatisfaction. Comcast couldn't care less. 

I understand how you feel, and I wish I did have some additional options to assist you with this matter. I was thinking of suggesting a request to the utility company that served at that old address to email you a copy of an old bill, perhaps. I'm not saying that's possible, but it may be a solution to get the ball rolling on removing this fraudulent account. We don't work fraud cases here but if there is anything that our team can assist you with, feel free to send us a message. We're here 24/7.