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user_ltxsoh
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Saturday, June 13th, 2026 12:14 AM

How can I get Xfinity to stop allowing unknown people to make changes to my account

I manage an account for my elderly grandmother.  I have twice in the last few months looked at her bill and found that new equipment was ordered and she was being charged for unreturned equipment.  I have not made these changes, she has not made these changes.  After the first attempt I added additional verification steps to the account and was assured that this would not happen again.  I spend over an hour and a half getting the issue resolved today, but was repeatedly told by Xfinity that I must have made the changes.  Why does Xfinity refuse to acknowledge that they are letting someone else make unauthorized changes to the account.

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21 hours ago

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XfinityJeniece

Official Employee

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4K Messages

21 hours ago

Hey there, @user_ltxsoh, thanks for reaching out through Xfinity Forums regarding your account. I would be happy to take a look at the details of your grandmother's account. We are happy to help! Can you please send us a Direct Message with your full name, her full name and address?

 

How to Send Us a Direct Message:

  1. Click “Sign In” if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:” line, type “Xfinity Support.”
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:” line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

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