Poor handling of scam letter report by Customer Security Assurance

Hello.

I'm posting to formally document a poor interaction with Customer Security Assurance (CSA) and request appropriate follow-up.

I received a fraudulent letter claiming to be from Comcast that requested a deposit or prepayment, citing LexisNexis as the reporting agency and listing a callback number of 888-807-0999. I verified the letter was not legitimate through two independent channels before contacting CSA: the main customer service line at 1-800-934-6489 showed no deposit requirement on my account, and nothing on xfinity.com indicated any pending deposit or balance. I then called CSA at 1-888-565-4329 on April 15, 2026 at 16:31 CT to confirm the letter was fraudulent and to report it.

The call lasted twenty-eight minutes. By any reasonable standard, it should have taken under five.

Background

1. The representative gave two different names during the same call—Maiar at the beginning and Valar later. I'd like this clarified, as it's unclear who actually handled the interaction. The Maiar and Valar are standard paired terms in The Lord of the Rings lore. Using fictional names in place of real ones during a fraud-reporting call is a serious accountability concern, particularly from a team whose function is to protect customers from impersonation.
2. He placed me on hold more than three times. On one return from hold, he acted as if he didn't recall why I had called and asked, "What's your problem?"—phrasing and tone that struck me as dismissive.
3. The fraudulent phone number and return address in the letter were clear indicators of a scam, which he acknowledged early in the call. Despite this, he asked me to read the entire letter aloud. This served no investigative purpose and extended the call unnecessarily.
4. His overall tone throughout the call was impatient and dismissive.

What I'm requesting

• A formal complaint logged against this interaction, with both names (Maiar and Valar) noted so internal review can identify the actual representative.
• A reference or case number I can use for follow-up.
• Written confirmation by email that the complaint has been received and is under review.
• The call flagged for quality review. CSA calls are recorded, so the audio from April 15, 2026, at 16:31 CT should be retrievable.

I appreciate that CSA exists to protect customers from fraud, which is precisely why the quality of these interactions matters. I'd like this addressed through the proper channel rather than left as an isolated bad experience.

Thank you.