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user_ao7m9k

4 Messages

Thursday, June 27th, 2024 9:54 PM

Closed

You set up an account with the wrong email address and there’s no way to tell you about it

I am getting someone else’s account information because it was set up with an email address that belongs to me. I can’t log in to Xfinity with that email address because it tells me I don’t have an Xfinity ID and when I try to set one up it tells me the code you sent doesn’t “match (y)our records.” Your online “help” is a hay maze of self references with no option remotely resembling this issue and just keeps trying to return me to my own account, which isn’t the issue. I guess you’ll care when you don’t get paid? Can anyone just hear this? Someone made an error. I would think you would care. 

Question

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Updated 

10 months ago

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XfinityChelseaB

Official Employee

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1.7K Messages

10 months ago

Hello @user_ao7m9k, Thanks so much for taking a moment out of your day to leave a post on our community forum. You would need to reach out to our Customer Security Assurance Team for further help. Please check out this link for more information: https://internetsecurity.xfinity.com/help/report-abuse

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user_ao7m9k

4 Messages

Oh, believe me, I’ve read it all. I don’t believe there are any actual people at Xfinity now since the system is designed to spin you around endlessly and never let you talk to a person. 

10 months ago

0

user_ao7m9k

4 Messages

@XfinityChelseaB​ This is not an answer. It’s impossible to “reach out” to someone. I’ve tried everything. 

10 months ago

0

XfinityChelseaB

Official Employee

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1.7K Messages

@user_ao7m9k, thats interesting to hear as we haven't heard of any issues with getting to our security team but thank you for letting us know, we appreciate it. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

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 a reply as the Accepted Answer.tick
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 a reply as the Accepted Answer.tick

10 months ago

0

Again

Expert

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31.5K Messages

10 months ago

@user_ao7m9k 

Try calling Customer Security Assurance.

Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week  
Contact: 1-888-565-4329 

@XfinityChelseaB 

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