2 Messages
Fraud hold on home from previous owner
Hi there - I am running into the exact same issue as this post:
Fraud hold on new apartment from previous tenant
We've had an ECM ticket stuck in limbo for over 21 days, been to the Xfinity store over five times, talked to customer service. We've uploaded our documents twice to the system and never heard an update.
Thanks to one of the managers at the Xfinity store, he finally got some information - Comcast won't accept our deed because it has a handwritten correction from our closing lawyer. We uploaded the Master Statement instead. The manager was told our house was only able to get prepaid service, but hasn't heard an update.
Is there any way this can be escalated so we can have the block on our house removed? Same as the linked post, we work from home and it has been incredibly difficult without functioning internet. Everyone has been helpful, but the delay is starting to cause major issues.
XfinityBenny
Official Employee
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790 Messages
1 year ago
@user_obgexu The best way to have it escalated or resubmitted is to visit the store with the updated or revised lease with no handwritten modifications. Use https://www.xfinity.com/local/store-offers to find the closest location to you and have the location cleared asap. We can check the status of the tickets and provide updates. We're always happy to help, and assist with account or service issues as well. However, only the local stores are able to verify the information in person, and submit the appropriate changes to clear the address. If it's not possible to visit the store again, you do have the option to choose Xfinity Prepaid or Xfinity Now Internet services. They are amazing, equipment is provided and has the same reliability as post paid service.
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