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user_j7hk68
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Wednesday, February 18th, 2026 12:55 AM

Fraudulent charges

To Whom It May Concern,

I am writing to formally report and request investigation into ongoing unauthorized charges appearing in our bank account identified as Comcast/Xfinity transactions.

Since July 2025, recurring charges have been deducted from my husband’s debit/credit card without authorization and without any corresponding service or billing statement from our legitimate Xfinity account.

The charges began as follows:

  • July 2025: $1.94

  • August 2025: $1.94

  • September 2025: $74.97

  • Continuing monthly thereafter, now reaching $75.94

Initially, the charges appeared on my husband’s original card. Upon notification, our bank advised replacing the card, which we did. However, even after issuance of a completely new card number, the charges from Comcast/Xfinity continued uninterrupted.

This strongly suggests that the billing is being processed through a stored merchant authorization token or through an account not visible to us.

Important facts:

• These transactions do NOT appear on our Xfinity billing statements

• We did NOT authorize any new services

• The charges go directly to our bank account

• The bank confirmed the merchant is Comcast

• The bank has advised that resolution must come from Comcast

We have contacted customer service multiple times and were informed that no charges are visible. However, the continued withdrawals indicate an active billing mechanism.

Claim # [Edited: "Personal Information"]

Claim # [Edited: "Personal Information"]

We are requesting:

  1. A full investigation into any account linked to our cardholder name and/or billing address

  2. Identification of any merchant tokens associated with Comcast billing

  3. Confirmation whether our card has been linked to another Xfinity account

  4. Immediate termination of any unauthorized billing authorization

  5. Written confirmation of resolution

This matter has now been ongoing for several months and requires escalation to Comcast’s fraud and billing integrity team.

Please treat this as a formal fraud complaint.

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1 hour ago

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XfinityJohnG

Official Employee

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3K Messages

5 months ago

Thank you for reaching out to our team here. I am very sorry that you are experiencing that issue, and I will be happy to look further into that for you. Can you send me a direct message with the full name and complete address for your service? Have you also reached out to the customer security team at the https://spa.xfinity.com/help site?

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user_olky89

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5 Messages

Fraudulent charges

To Whom It May Concern,

I am writing to formally report and request investigation into ongoing unauthorized charges appearing in our bank account identified as Comcast/Xfinity transactions.

Since July 2025, recurring charges have been deducted from my husband’s debit/credit card without authorization and without any corresponding service or billing statement from our legitimate Xfinity account.


I’ve been a victim of identity theft and cyber bullying. I started noticing problems in December of 2025 , I went into xfinity mobile March 2026 to port my phone number that I’ve had for over 11 years and the agent said no problem it at the south hill mall in Puyallup, WA . I had my 10 year old daughter who just wanted to spend time with me her mother. it was 6 hours we had to wait and I trusted this person. 7:30 pm the agent was gone, my social security number was left on computer along with password info on the desk !! This is not ok. also I was told free for a year to try out a $ 200 gift card . none of this has happened. The agent said I’ll only n to pay $ 13. a month for iPad for my daughter. I also would not agree unless I had insurance through xfinity and extra $15 month. plus I pay insurance through apple. The next day my number that I was promised was ported was not! that was first problem, 5 days later I decided to look set up iPad , it wasnt working it was already set up and it wouldn’t work. I went to Xfinity Bonney Lake, they had me reset, I told them the agent had all my info and I was worried. on the 14 day different location I said I don’t want service please cancel! They couldn’t help gave me a phone number to call. during this 2 weeks I wasn’t able to get my printer to work which I was in the middle of a court case, on top of not having a phone number the most important issue! Lastly , small amounts of money have been coming out of my account for over a year, I was a Comcast’s customer since 2016. we had two tv I told them our box doesn’t work so cancel it brought it to xfinity Bonney lake. I was a special customer that qualified for $ 30. unlimited internet service but I’m getting charged $190 . I’m homeless now in between places and I feel completely unsafe! average bill Is over $340. I don’t even have service. my cell phone was stolen I called spoke to someone on Friday evening and she said well you have a lot of phones? what? I had to go to dshs for a free service so I can be a mother and daughter. I help take care of my disabled family.

The only help , Hope is that the security breach will be approved and I’ll be reimbursed. I’ve tried using the app to contact xfinity over a dozen times, I just get frustrated. I don’t know why I can’t get them to listen and fixed this. I’m disgusted and devastated. Where’s the justice? They need to train and vet their employees better. I actually was able to give them helpful knowledge on how to help customers.


I’ve Filed a police Report March 2026 and June 2026 

I expect immediate action from your fraud integrity department. In March of 2026 I saw that I was charged 96 cent December 2025 and a dollar in November 2025 Their was a phone already activated? This is and has done intentionally ment to harm me and my family. A person who calls a memory care facility 17/times pretending to be me?! That’s scary , I DESERVE and DEMAND JUSTICE. 

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2 days ago

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XfinityBrianH

Official Employee

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2.4K Messages

 

user_olky89 In the unfortunate event that your identity has been stolen and/or fraudulently used to acquire Comcast services, or in some other way been utilized on a Comcast account, use the information on this site to initiate a claim process. https://www.xfinity.com/idtheftclaimform. If you need assistance with closing your account I can help, please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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2 days ago

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user_olky89

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Ok I need service canceled I don’t have internet and yet I’m being charged over $250 a month , I’m homeless because of this I’m loosing everything and I have a disability. All I wanted was my original phone number and I was ok with having a second line on the same phone. I only know how to do certain things the stress this has caused and the fear. I’ve missed appointments I don’t have phone numbers to take care of my daughter. I got through to someone last Friday she wouldn’t help me, said oh you’ve got lots of phones?! What the heck I asked for her name and she hung up . 

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2 hours ago

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XfinityBenny

Official Employee

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1.6K Messages

@user_j7hk68 Got it. If we can access the account with your contact info, it will be closed. You should report the fraud and what happened to the security team though. They are the only ones that can investigate what happened and propose a solution. 

Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.
 

Here's the detailed steps to direct message us:
 

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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1 hour ago

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XfinityJohnG

Official Employee

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3K Messages

5 months ago

To send a direct message [private message]:

   Click the "Direct Message" icon 

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

(edited)

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user_j7hk68

Visitor

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4 Messages

@XfinityJohnG​ I did not find the icon

my phone numbers is <Edited: "Personal Information">

my husband <Edited: "Personal Information">. Well really appreciate if you can help us in this matter.

(edited)

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5 months ago

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XfinityJosephA

Official Employee

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2.4K Messages

 

user_j7hk68 we will be more than happy to help. But we will need a direct message to assist you further. If you don't see an icon, you can use this link.

 

https://forums.xfinity.com/direct-messaging

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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5 months ago

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user_olky89

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5 Messages

1 hour ago

Did you get your issue resolved yet? If so do you have an email for their conflict resolution team? Xfinity Management Employee ? Thanks 

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