Fraud

To whom may it concern:

I opened a Xfinity account for my mom (at her request and as her authorized representative) with the internet and TV service of 1.2G and $50 gift card. I chose the option to pick up the equipment at the nearest Xfinity store at [Edited: personal information/address]. My expectation was to pick up the router and leave but that was not the case.

The situation was:

Oct 14, 2025, my mom and I got there at 6:30 PM to pick up at the Xfinity store and specifically told the cashier I’m there to pick up the router which I ordered that day. The Xfinity employee (didn't get his name) ran the information, took my mom's ID, and it took a while to get us to sign for the router. We went straight home to set it up, but while I open up the Xfinity app there were “2 different accounts under my mom’s name". I was curious and concerned that I called Xfinity customer service to an agent and asked why there are 2 accounts. The agent (Louis) went through the accounts, informed me 1 was open online but still pending and 1 just got open at the store and active. My mom and I were not aware, had no knowledge, nor did we consent to the store opening another account. The agent said that it was suspicious and I agreed. The agent apologized and advised us to go back to the store and talk to a manager to get the second account removed because she’ll be getting 2 different charges when the bills are due. 

Next day Oct 15, 2025, afternoon I went to the Xfinity store location in Vadnais Height, asked for a manager, but they said there’s no manager. I talked to a Xfinity employee (no name tag or couldn't get his name) telling him about the situation. My wife was with me so we asked about their process. He assures us there was nothing wrong because that’s how the store operates and that the account I legally open should cancel itself in 7 days while the one they opened (without our awareness and consent) is active. I wasn’t even aware of the 1st account getting cancel as well. That is unethical business practice, illegal, and fraud. I assume they did that for commissions since I opened the account and not them. To my knowledge that’s the definition of fraud (wrongful deception with the intent to gain personally or financially) since it was without the owner’s knowledge and consent. Plus, my mom is an elderly senior, which I do not want anything like this to happen to her or anyone especially the elders. I just want Xfinity to be aware of what’s happening to their customers.

Here's some questions upon this situation:

I hope these concerns get to the right person and are delivered to Xfinity. If this is the way how Xfinity really works then, just need them to be aware that this is not the right way to treat customers. 

Please send answers or feedback as I await to hear.

I will be closing the account I created and the one the Xfinity store had created as well. I will no longer be a customer to Xfinity.