Visitor
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4 Messages
Fraud Reported and ECM ticket created but not resolved
I opened up a fraud ticket 9/19. Someone evidently created multiple international mobile devices on our account on 9/13. My husband got an email about chanrges being over $1000.00 and called but was unbable to resolve. I called 9/13 multiple times and finally a ECM ticket was created. Charges continued and my husaband went in person and was given a number to call, we were told that a ticket was created and we didnt need to worry. We called again because the balance continues to grow and the devices are still listed on our account. Today Xifninty called us at 5AM and asked me if our issue was resolved. Today 9/24 the balance now is over $38,000.00, the devices are still on our account a fraudulent visa card is still on the account. Visa needs the full card ID to cancel the card, which we were told xfinity could not give us, they could only tell us that it is attached to my husbands comcast email. I was given the same ISBI Team ticket to call. We have had this account for almost 30 years. I will work to find another service provider if this is not completely resolved by EOD. If my credit is impacted or if Xfinty attemtps to charge or tries to to auto-withdraw from our normal account, I will be forced to obtain legal counsel to deal with the matter.
XfinityAirelle
Official Employee
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3.6K Messages
2 days ago
We understand how alarming it is to see the balance reach $38,000 while the devices and payment method are still showing on your account. We’re sorry you’ve had to keep following up, and we hear your concerns about Auto Pay and your credit.
We’d like to review the existing fraud ticket and check the charges, devices, payment settings, and any scheduled payment with you.
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user_ygkf2y
Visitor
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4 Messages
2 days ago
I spoke called and with ISBI again and they inactivted the fraudulent accounts. Then called Mobile billing agian. They tell me this is resolved but I will not see updates to billing, which they state has been resolved, to my view of the account for 9 days 10/2. I will be checking to make sure this is resolved. I believe that the xfintyt mobile branch needs to take a seriuos look at thier security policy, there needs to be a direct fraud line or option on your phone tree. Asking customers to call multple deprtments of xfinty mobile to resolve an issue is not acceptable, you need a fraud department with people with all the security to close and delete accounts, credit billing, and deacivate lines. Customer's should be told up front that there is a delay in the cutomer view to see the corrections. Your current fraud process sets xfintity mobile to be ripe for fraud because it takes you days to resolve it when reported.
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