Visitor
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1 Message
complaints
I resolved an identity theft case with Xfinity in September 2025 and was assured that this issue was closed. However, here I am again trying to prove that this is not my account. I have given all requested documentation, had several phone conversations and responded to all email requests only to have yet another collection agency reach out to me about this same account! I was told that there was a letter of withdrawal sent to the collection agency in September and I can "rest assured" that this would not be an issue moving forward.
After spending almost 2 hours on the phone with the fraud department, I have been told that it is now going to level 3. My frustration here is that this should not be an issue. If an issue is resolved, how can another collection agency get the same information and contact me? A collection agency can only get active information sent by the creditor. The person I spoke to last week told me that when collection agencies buy debt they just keep trying to collect. Again, how can they buy something that is "resolved"? I have zero faith that this will be resolved, funny thing, I've been a customer for years and never had any past due bills! Thinking about not being a customer anymore.
EG
Expert
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119.4K Messages
8 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinitySeth
Official Employee
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1.4K Messages
8 hours ago
Hello user_ugcwhy, and thanks for connecting with us in our community to share your concerns! Identity security is something we take seriously, so I'm glad you've already gotten a chance to connect with our security teams about this issue. When it comes to collection agency debts, once they are cleared with us, they agency handling the debt is then alerted within 30-days, so I can understand the confusion if you were told this was taken care of already. If you could send our team a direct message with your full name, the name listed on the account (if different), and the full 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 “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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