Visitor
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10 Messages
Just got an email stating I am not using my internet and my ACP will be cut off if I don't use it. NOT TRUE
I just got an email stating I am not using my internet and my ACP will be cut off if I don't use it. I use it everyday as I work on line, waste time on line, check email, and of course posting this message after googling, etc. Is this a spam/phishing message or does Xfinity actually send out emails like this?
Also looking at billing it looks like my bill has gone up $10 for reasons unknown And I can't figure out where my bill it even shows the ACP credit.
I worry about calling the phone number on the message in case it is a fake "Xfinity" number. [Edited: "Personal Information"] Is this a real Xfinity phone number?
I just finished a month and a half and about 60 hours dealing with a life line company/agent who kept signing me up for that company's ACP using my life line application information and having to switch it back repeatedly to Xfinity so I am not looking forward to any more hassles. Just an FYI if this happens to you and the identify theft is through the dishonest company TruConnect, file a better business bureau complaint. They want to keep their A rating there and will actually act (no other way I could find to get anywhere solving that) despite being the ones who sign you up for their ACP without their knowledge or permission and then keep switching you back each time you switch back to Xfinity. I wish Xfinity did life line phone service.
CCStephanieK
Problem Solver
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909 Messages
2 years ago
Hello, and thank you for reaching out, @annon123. We've seen issues like this where the modem is incorrectly reporting data usage for the account and showing no history, which then causes this alert to generate. To confirm, are you using your home internet connection for the XFINITY/xfinitywifi hotspot connection/Wi-Fi Network SSID? If it is your home internet, I'd love to look into this further with you and ensure we get your account reporting correctly. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.
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annon123
Visitor
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10 Messages
2 years ago
No timely response via the message system (It was late so I figured they were closed. Apparently not as a response was finally made but I had already gone to bed). Called Xfinity in the morning. They had no idea why I was sent that message since they verified I was using my internet daily. They also stated I didn't have ACP. Sigh. Turns out the TruConnect agent had called and cancelled my ACP (she must have finally been fired from TruConnect so that is all she could do. I was lucky she didn't cancel my entire Xfinity service. As a result sending me that message was even more odd since it was sent while I had no ACP with Xfinity due to that on going fraud. In over 70 hours of phone calls (including hours and hours on hold) over two months to Xfinity no one had ever mentioned, even when I asked what could be done to prevent this fraud, that I could lock my account to prevent anyone accessing it. I had talked to a ton of different agents in a number of departments, including supervisors, 11/5/55 through 1/11/22 when someone finally told me about this.
Of course locking your account creates a new set of headaches. I have to first call the fraud department to get it unlocked, do my business then it gets re-locked - a real PITA, especially since I wasn't given the direct line to unlock and I had to go through the general customer support bot hell and then three transfers to get to the correct department who finally gave me the correct number to call in the future (that took well over an hour). I'd post the direct line here but the Xfinity phone number I posted in my original message was deleted as personal information??? A bot must be doing that too since it isn't personal, it is an Xfinity number.
Xfinity needs to get their act together with their phone customer service. As most of us know reading this it is the system from bot hell.
They also need institute a code system that a customer that has been a victim of fraud like I have been that you have to give to the agent for the agent to access the customer's account. This would NOT be their current system of texting or emailing you a code. If you claim you are not using your phone and can't access your email they verify you using the identical information that is on the LifeLine/ACP applications. This means that crooked ACP agents, who also have a copy of this information, can be verified as you. So much for security. After the FIRST time fraud is committed Xfinity needs to give the defrauded customer (Or let them choose one) a bank style code that is used in addition to what they already do. Further the Xfinity agent shouldn't even be able to see our account unless that code is given and entered so that there is no chance the Xfinity agent bypasses this (as they already do with sending a text or email with a 6 digit number as often I have found they do not do this).
There is a fraud department. I can't remember the exact name as they have two departments, something else not volunteered when I was talking to the "wrong" one - it took a billing customer service representative to tell me that. If you google you can find the form you need to fill out (and your signature needs notarized which slows down returning it) and on that form is a phone number, although not the one I was finally given which is a direct line. I was sent a copy of the form but I also found it when googling after I was sent it. I mention this so others can find it. They will investigate the fraud.
At least I have lost no money as Xfinity has given me credits even though they are also the victim in this on going fraud. Of course it is only "rounding error" for them but I do appreciate that they are doing this since they didn't have to.
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