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user_osaecp
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3 Messages

Sunday, August 25th, 2024 8:51 PM

Closed

Incorrect overdue message

I recevied an email saying:
Your Xfinity services have been disconnected due to an overdue balance of $230.00.

I always pay balance on time and there is no overdue according to my xfinity app. Also the service is working correctly. I've talked to multiple agents but none of them can solve this issue. I need someone that can actually help me with this issue.

Question

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Updated 

3 months ago

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XfinityAlyssaA

Official Employee

 • 

1.7K Messages

3 months ago

Good afternoon and happy Sunday @user_osaecp, we hope you are having a wonderful weekend so far! We are sorry to hear that you received an email stating your services have been disconnected due to an overdue balance when you always pay your balance on time, I can understand how frustrating and confusing this must be but assure you that you've reached the right team to help. I've received similar emails before and it sounds like it's a phishing attempt. We encourage anyone who receives a spam or phishing email to report it to our dedicated Customer Security Assurance team on their website here https://internet-security-site-web.wc-g2.cf.comcast.net/help/report-abuse by following the instructions listed under the 'Report Spam and Phishing Emails' section. When reporting spam emails, it is critical that you send us the email headers. Please do not forward the spam email.

 

We always like to make sure that our customers have peace of mind though. Would you like us to pull up your account to review to make sure that everything looks in order and there is no past due balance on your account? 

 

3

user_osaecp

3 Messages

It looks like official xfinity email, I recevied all xfinity related email from them:

[Edited: "Phishing Email"]

(edited)

3 months ago

0

XfinityAlyssaA

Official Employee

 • 

1.7K Messages

Thank you for confirming that it looks like an official XFINITY email @user_osaecp, we appreciate it. We'll be happy to review your account further and assure you that we want to do everything we can to help resolve your concerns. In order for us to review your account further, we will need to collect some sensitive information and verify your account for security purposes. Can you please send us a Direct Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers? 

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

We look forward to working with you further! 

 

I am an Official Xfinity Employee.
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3 months ago

0

user_osaecp

3 Messages

Thanks, I've sent the message

3 months ago

0

XfinityMarcos

Official Employee

 • 

1.9K Messages

3 months ago

 

user_osaecp, I appreciate all the time and energy you shared with me to get to the bottom of your account concerns. I'm happy we were able to find a resolution after some additioanl research. Have a great rest of your day! 

 

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