ID Theft Account

I saw a note from last year that has the exact experience I am going through except mine just happened recently.

There is an account was opened up with the same name as mine in a state I have never resided in. Comcast/xfinity turned that account over to collection and I am trying so hard to call the billing department and the CSA department to explain and submit the affidavit and the resident proof. The fraudulent account was closed (the CSA rep told me this).​

I submitted my apartment lease information in the time frame they wanted with  the affidavit. They promised to call me back in two days but they never reach me out. I keep getting calls from the equipment department to return a equipment that was never shipped to me, and I get emails to pay a huge bill for a state I never been to. I tried calling the equipment department to explain. They say they will stop asking from me, understanding it is an ID theft case, but they still call once in a while say "no notes in the system"... I tried calling the CSA department, everytime they tell me I am missing different documents. I submit them as they requested with the ticket number in the email, but they never update me for confirmation receipt or tell me what I'm missing. I need to call and call again to get an update. Meanwhile I work in healthcare, I don't have that much time to be on hold and transferred to different departments ...

​I'm upset that they allowed the account to be created, provided no proof that I opened the account, provided no timeframe as to when the fraudulent account was in service, and are placing the burden of proof on me - so the assumption is guilt. I asked to speak with a supervisor to try and get more information on how to proceed. I was told a supervisor would tell me the same things, but I insisted, and am still waiting for a call back on the issue.​