1 Message
help - account hacked
My account was hacked by some professional hackers, they managed to enter me into some kind of promotional account and placed a vacation hold on my account, but worse still they have somehow charged my account over $300 in overage fees. I have used the automated systems and 2 different live agents but I am being told my services "may" be restored within 24 hours even though they know I work from home and begged to make this a priority. I have twice now been told that a refund will not/can be issued with absolutely zero explanations or follow up. This is pretty unacceptable when I have been a customer for years and never had issues, but now that I need help none is available?
Anyone else have this happen? What do I need to do to get this resolved?
EG
Expert
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110.2K Messages
2 months 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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XfinityChristy
Official Employee
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2K Messages
2 months ago
Your use of the Community Forums page is greatly appreciated, user_vwass6. I'm so incredibly sorry to hear you're going through this. It sounds like an absolute nightmare, and I completely understand your frustration and distress when dealy with hackers. I can absolutely relate to that feeling of helplessness when you're trying to get something fixed caused by dishonest people, especially when it's impacting your work and livelihood. Please send me a direct message with your name and address, and I'll review your account to see what I can do to help.
To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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