7 Messages
Illegal Unauthorized Changes to my plan - Fraudulently Entered Me into contract without my consent
On 8/28/2023 I chatted with an agent about a payment extension. After the payment extension was processed the chat agent asked about changing my legacy (NOT ON CONTRACT) (X1 Premier Pro + TP) plan. I said “No Thank You” after reviewing the proposed changes and ended the chat. Moments later I get a confirmation via email saying that my plan had been changed. Again without my authorization. I immediately call Xfinity and the tech support team found that the email address used for this plan change is not one that is on my account nor have I ever heard of the email address. The chat agent used his personal email address to commit this fraud. Nothing has been done to fix this as of 9/1/2023. I am ready to sue XFINITY for their chat agent fraudulently entering me into a contract and changing my plan without my authorization.
Accepted Solution
user_63b2e6
7 Messages
2 years ago
Finally this matter was resolved as of 10/27/2023. A full 2 months after the incident occurred. I want to thank the customer experience team for their efforts in fixing this especially my case manager. I am now a happy Xfinity customer again.
1
0
XfinityJoe
Official Employee
•
754 Messages
2 years ago
Good morning. We would be happy to look into this for you.
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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
0
0
XfinityJoe
Official Employee
•
754 Messages
2 years ago
Thank you for allowing us to look into this with you. At Xfinity customer security is paramount. Just to make sure I am looking at the correct account, could you verify the complete service address of the account, including house number, street name, and any unit or apartment number, city, state, and ZIP Code? I would also need to verify your last name and the full name of the account holder as it appears on the bill. (if different) - JoeA
1
0
DependentCustomer
Contributor
•
47 Messages
2 years ago
@user_63b2e6 I had a chat agent send me SIM cards and sign me up for Mobile without consent in July this year. I asked if they give incentives for employees to sign Xfinity Mobile customers but they said no. No idea why they do these things but it seems systemic and common.
2
0
XfinityMarcus
Official Employee
•
1.4K Messages
2 years ago
@user_63b2e6, I am glad we were able to assist you with getting your account corrected and moved to a package which fits your unique needs. Should you have any questions in relation to the changes we made definitely reach back out and let us know. Thank you for being the best part of Xfinity.
2
user_63b2e6
7 Messages
2 years ago
Finally this matter was resolved as of 10/27/2023. A full 2 months after the incident occured. I want to thank the customer experience team for their effort is fixng this especially my case manager. I am now a happy Xfinity customer again.
0
0