Visitor
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1 Message
Just trying to report a scam
Today I got a scam text that was very convincing. Looked like it came from Xfinity, had a condensed link that might have been Xfinity, told me I was charged $100 when my billing is handled through my apartment community. Obviously I check my bank and Xfinity accounts first because I never click links if I'm the slightest bit suspicious. No charges on my account. So I decide it's a scam and think i should do the responsible thing and report it to Xfinity.
Absolutely impossible. I spend half an hour trying to find anything about reporting scams and find nothing. I can't find a phone number so i settle for the Xfinity Assistant. I tell it I want to report a scam, and it tells me I have no outages in my area. I ask to speak to a live agent, it tells me it can help with most things and gets stuck in a loop of refusing to connect me to an agent.
Xfinity need to take a long hard look at the quality of their customer support. I work in customer support, so I can forgive a lot, but this is the worst I've ever experienced. Xfinity support always been bad, but now they've apparently transferred everything to AI and it's awful.
TLDR, I don't want to use your garbage AI, just let me send an email.
XfinityRichard
Official Employee
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3.6K Messages
3 hours ago
Good morning @user_b5hrqx , and thank you for reaching out. I'm very sorry to hear about the experience you had while trying to report a suspected scam. I can certainly understand how frustrating it must have been to spend so much time searching for a way to report it, only to be met with unhelpful responses and difficulty reaching a live agent. We appreciate you taking the time to report suspicious activity and help protect other customers. For scam, phishing, or fraud concerns, I recommend contacting our Customer Security Assurance (CSA) team, as they specialize in investigating and addressing these reports. Thank you for bringing this to our attention, and again, I apologize for the frustration you experienced. Your feedback regarding the support process is valuable and will help highlight areas where we can do better.
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BruceW
Gold Problem Solver
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27.6K Messages
2 hours ago
CSA can be reached through the info in https://spa.xfinity.com/contact-us.
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