Visitor
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Outbound sales harassment & alarming security issue – Account review needed
Hi everyone,
I am writing to get some help from the Digital Care team regarding a terrible experience I just had with customer support, as well as an ongoing security issue with my account.
I am regularly targeted by scammers spoofing Xfinity's name. Just tonight, I received a highly inappropriate sales call at 7:00 PM on a Saturday from a spoofed number trying to aggressively sell me mobile service—which I already have with you. This weekend harassment is entirely out of hand; these late calls and notifications are coming in at night while my kids are sleeping, and they are waking my kids up.
Furthermore, I have been repeatedly targeted by fraudulent push notifications and phishing emails trying to gain access to my Xfinity account. When I called Xfinity support to report this, the phone agent told me it is completely impossible for an outsider to hack into your system to trigger those notifications.
That excuse actually makes the situation much worse. If your system is truly completely impenetrable to outsiders, then the only logical explanation left is that someone inside your company is sending me these unauthorized notifications and emails to access my account.
To make matters worse, when I voiced my frustration about being harassed on a Saturday evening for a service I already pay for, the agent offered zero help and instead tried to force a service disconnection on me.
Between the internal security concerns, waking up my children on the weekend, and the awful customer service, I am incredibly frustrated. I would appreciate it if an official representative could send me a private message so we can look into these security breaches and apply a courtesy credit to my bill for this massive inconvenience.
Thank you.
XfinityBillie
Official Employee
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4.5K Messages
10 hours ago
@user_4pa6ap Thank you for taking the time to reach out to us here on our Xfinity Forums. I's truly sorry to hear that you have been receiving fraudulent calls from scammers. You can click here for more information on how to protect yourself from fraud, and how to report those phone numbers/texts/any emails you are receiving not from us.
We aren't able to apply a credit unless it is a service issue or for inaccurate billing. I do want to be transparent on that, however it is important to me that we look into the concerns on our end as well. Please send us a DM to Xfinity Support with your full name and address to get started.
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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