Received wrong phone scam call from [Edited]

Good afternoon @user_6isw3a. Thank you for taking the time to post your issue here. The best way to report this would be to speak to our security team. If you head over to https://internetsecurity.xfinity.com/help/report-abuse, you will find their contact info and hours of operation. Let us know what they say. 

I had the same thing happen to me today. The phone number that called (spoofed it seems) was a valid xfinity phone number (8003913000). I called and reported it to xfinity security. I was told it's not a data leak within xfinity, but actually is related to fedex, possible the driver themselves. I'm not sure this is true though, since the above post was the same scam, but seems to be a UPS delivery...

I received the exact same call today. Caller ID said 800-391-3000. Person with Indian accent who said his name was Darryl [Edited: "Personal Information"] from the Houston TX distribution center, and indicated the phone was shipped to the wrong address. The item shipped from TN per carrier tracking info. I asked for a phone number to call back and was given [Edited: "Invalid Phone Number"]. I was told to have phone ready at my property on Monday for pickup by fedex. As soon as the item is scanned by the carrier, the correct,  replacement item would be shipped out for next day delivery. Not buying any of it! However, I am extremely concerned about customer privacy and an obvious data breach on Xfinity's side. This scammer outfit had obtained my name, phone number, property address, and it knew about an order I had placed online and that a delivery was made today. I would certainly welcome some type of explanation on how this could happen. Not a happy client right now!

The same thing happened to me. Unfortunately I sent phone’s back.

The caller called me on a landline that is used only for a security system. Xfinity had the # only because my internet was down at the time I was communicating with Xfinity.

A internet outage is how the whole conversation started about better cell service at my house

I have to rely on Wi-Fi calling in my house for my cell phone!

No carriers have my landline # only Xfinity.

I started calling the day I didn’t receive my replacement phones.  Xfinity gave me the run around for 3 weeks.  I provided them all the tracking # etc  finally they told me to file a police report which I did. My case as been escalated to a person that I can actually email directly or call directly.

Funny thing is I asked a week ago if they had never received this complaint that it had to be internal with the information the caller had.  Caller never asked me for any information because he had all my information even my email address.

I am asking Xfinity to cancel my contract and credit my credit card for the phones.

After reading this post I also inquired about Xfinity providing security monitoring services.

I hope to have resolution soon

I fell for this scam. I think the kicker was that how would anyone except Xfinity know I got a new phone just 2 days ago. Luckily I had not activated the phone. I checked FedEx tracking today to see where the phone was and then I finally figured out it was a scam. I called FedEx and now the phone is going to their security & fraud hub. 
I agree with the comments about either a data leak or an inside job at Xfinity. I have notified the FTC, so hopefully they can investigate Xfinity. There is a footprint of who looked at my account at Xfinity, so it should not be hard to see who it was. 
Have already let Xfinity know. The phone activation has been blocked. I even called Apple to make sure the phone activation has been blocked and they confirmed. 

I am going through the same thing, but something clicked in my head that this had to be a scam.  I called Xfinity yesterday and I agree no one seems concerned about a scammer having our information.  The scammer actually just called me back so I blocked the number.  this is insane 

I hope xfinity is held accountable here, not only for the data leak, but also for the stolen phone replacements. These scammers are spoofing legit xfinity phone numbers and hold live customer information. It's easy to be fooled if you're not paying attention...

This also happened to us recently too. Immediately after we received our iPad, we received a call from Xfinity (800-391-3000) from an overseas accent man named Martin. Saying that we received the wrong item with the wrong IMEI #. They said they would send someone over to pick it up on the same day as they called us, which was a red flag to me they sent a label with a residential address, we refuse to send it until we receive the replacement. And like I predicted the replacement never came. It is very concerning that our data is not being protected. The scam is either coming from Xfinity their fulfillment center, or from the delivery drivers I tried to make report With Xfinity. They didn’t seem too concerned. I also tried to make a report with FedEx. They did not even take down the information. I made a report with the FTC. You would think with multiple incidences here on this forum would open up our investigation, right?!

I received the phone back from FedEx today. I am floored. I thought it would sit in the FedEx abyss with all the other stuff. I guess since I called to report the scam they were able to send it back - even tho they said they couldn’t. Now it’s time to call Xfinity to see if I can get the activation block lifted. 

This same thing just happend to me. They said they weren't just trying to check to make sure. I got the phone and confirmed and did have my address. My name and said that they could provide information on the shipping label. 

Similar thing happened here. Unfortunately, I fell for it. I verified the # they called me from was Xfinity & they had all our account info & knew exactly when & what I had purchased. The label sent to return the phone even said Xfinity on it and they sent me a tracking # for the “replacement phone” that showed my address. 

Fast forward a month - Xfinity is not willing to work with us on a resolution. They can’t confidently tell me this wasn’t a data breach. The police believe the retail store leaked our information, given we had paid for the phone in full, we were an easy target. 

Everytime I call I have to repeat the same story, I’m told to hold, and an hour later told they are investigating & will call me back. They never call back…

I finally connected with a man named Jonathan yesterday who told me there is nothing they can do. This isn’t their responsibility, there is no concern for how our account information was leaked, and they will not be refunding or replacing the phone (which was the initial solution they committed to us on 1/6/25). 

I have been in touch with several reporters to make sure the DMV area consumers are aware of the internal Xfinity scam & Xfinity’s lack of ownership. 

We are literally going through the same thing, but over an ipad. My the moment we received the ipad my husband started receiving calls from a 770 area code. He finally answered and they told him that we were sent the wrong ipad and that we need to return it today or else we would be charged for it in full. They told him if he brought it to an xfinity store we would be charged $150 for restocking fee. My husband told him there was no way he would do that and they they said to bring it to UPS and call the number they would text him and give the phone to the UPS agent, who would then print a label and ship it out and then we would be sent the correct ipad. 

I just received a similar call.  They knew my name and that I recently just received a new phone.  They said they wanted to verify that I got the package and that due some issues with the shipping company some people weren't receiving they're packages, and he mentioned I was on a recorded line.  Thought nothing of it, figured they just wanted to make sure I got my package.  It all turned around when he said that the phone i received was not the phone I was supposed to get (it was was the correct phone) and then said I had to pay full price for it, lmao. At that point I knew this was not ligit so I hung up and blocked the number (which wasn't a verified Xifinity number, it was some number from Georgia which had been calling me all day).  It's so odd how they knew I just received a phone and my full name.  Please, everyone stay safe and if it doesn't sound right it probably isn't.  Please Xfinity, find this security leak.

Same thing here,  I got notice the phone was delivered on 2/12/25. I was called on my drive home and they said they had shipped the wrong phone and if I could take it to UPS to have it returned. They would email the UPS store the shipping label and I would get the correct phone shipped out.  They had all the info from the order and the tracking info. I was tried and stupid and did just that.  Late last night I got to thinking about the red flags I missed and searched for this scam.  I found it here :(  I contacted UPS this morning to try to stop the delivery but they don't seem to have a way to stop it.  They want me to go to the website and step through the intercept process, but since the labels were created by the scammer I can't seem to navigate their system.  I guess I am [Edited: "Language"]. I will report it to the security team for all the good that does

Thanks xfinity for letting scammers into your system and getting your customers [Edited: "Language"] over.

This is so frustrating to see this scam is still happening! @XfinityAirelle has this issue been escalated up the chain? You guys have a constant data leak of new device shipments to customers. What other customer data is being exposed?!