Received wrong phone scam call from [Edited]

This same scam just happened to me. Right after I received the phone in the mail, I received a call the next morning telling me that I received the wrong phone for the payment plan I had chosen. Asked if I had activated the phone yet and if I had, I would receive a bill for the full amount for the phone.  The guy told me his name was Adrian [Edited: "Personal Information"] and the phone number was [Edited: "Invalid Phone Number"]. Told me to send it back from the UPS store and to call when I got to the store. I needed to send the phone back before I they could send me the correct phone. Also said I would get a $100 gift card with my phone the next day for the inconvenience. He insisted that I return it that day. I called the Xfinity store, and they told me there was no issues with my account or the phone and that sounded like a scam. So of course, I didn't return the phone and the next morning he called again, asked me to confirm my name, which I did. But found out later they do that to record your voice and use it later on. And then asked me if I had gone to the UPS store to return the phone. I told him that I was at the Xfinity store, the phone was activated and I knew he was trying to scam me. He just said OK and hung up the phone. Some red flags were: 1. The phone number didn't show up as "Xfinity" when I received the call and it usually does,  2. He didn't know if I had activated my phone or not, 3. The wrong phone based on the payment plan excused didn't quite make sense, 4. He wouldn't send me a bar code or mailing label for the UPS shipping and 5. He tried to press me to mail it right away. The Xfinity Rep told me that any returns would have to be initiated by the customer. They would never call a customer and tell them they needed to return it.  I have a call in with the fraud department of my local Sherriff's Office to report the incident as well. 

I had the same phone call today, just received a new phone, they knew the tracking number and what phone i had. same story about the wrong phone, they wanted me to go to a ups store and call them back and they would communicate with the ups store to print out a label. so i hung up and call xfinity support from the number on the website, that agent asked what number had called me, i gave the scam number to them, they apparently called the scam number and then patched me into the scammer that had just called me. yikes. glad i found this site before i took the phone back

Dear Xfinity Customer Support,

I just stumbled onto this thread and wanted to share my deeply frustrating experience with your customer service. I have called Xfinity multiple times, only to be connected with representatives from the Philippines and Egypt who put me on hold for hours and ultimately tell me they can't help.

On November 26, I received a call from a man identifying himself as Steve [Edited: "Personal Information"], who claimed that I needed to return a Pixel 9 Pro XL because it had been shipped to the wrong person. He assured me that if I returned it, I would receive a free Pixel 9 Pro XL along with a $50 gift card. Skeptical, I called Xfinity’s customer service and was told that the return label and request seemed legitimate. In hindsight, I now realize that I was misled, and the CRS had no idea what was going on.

To make matters worse, when I contacted the Customer Security Assurance team, I spent hours on the phone with them only to be told to submit an insurance claim. I informed them that I did not have insurance, but they insisted that I did. Their only solution was for me to call every month to have the charges for my phone refunded—this is completely unacceptable. The full charge for my phone needs to be removed immediately.

Beyond this specific incident, there is an obvious data breach, insider threat, or at minimum, collusion between Xfinity employees and criminals. I tried to make this plain and simple to the Customer Security Assurance team, but they showed no concern. As someone who works in cybersecurity, I was more than willing to assist in any way possible to help identify and mitigate the risk. Unfortunately, Xfinity does not seem to take customer data privacy or security concerns seriously. My advice? [Edited: "Solicitation"]. They have failed to protect their customers, and their lack of urgency in addressing security threats is alarming.

As a result of this experience, I have already submitted reports to the FBI Internet Crimes Division, the FTC, and my local police department. I will also be canceling my service with Xfinity as soon as I find a suitable mobile provider, and I intend to share my story on social media to warn others.

Xfinity has had countless opportunities to resolve this issue, and I refuse to continue dealing with this level of incompetence and disregard for your customers. 

Good luck everyone......

I just got a new phone today and within two hours of turning it on I got two calls. Number search came back as an electronic repair shop in Jersey. They claimed the phone I got had the wrong IMEI number and I needed to return the phone and they would send me the correct one within 2 days. I refused and told them to fix it on their end. They then offered me a 200$ gc as compensation. I told her I would call xfinity directly to verify. She gave me a number and extension to call to confirm. [Edited: "Personal Information"] name [Edited: "Personal Information"](yeah right). I called xfinity through my app and verified they new nothing about an issue. There has to be a leak somewhere. The scam rep had way too much of my info.

Well it's been almost month now and after my initial contact with Comcast to report the loss of the phone I have yet to hear from them at all.  The support people on this forum have told me what is on the ticket but no contact from the team supposedly handling this.  They closed the first ticket I was given and if I had not come back here and asked I never would have known.  

My bill just closed for the month and I am being billed for the phone now.  

I suppose I will file a BBB complaint not that it will do much.

So after almost a month of xfinity doing nothing I was informed that they will do nothing.

Thanks for nothing [Edited: "Inflammatory"]

Time to look for a new mobile service.  Hopefully one that isn't leaking info to criminals.

This just happened to my husband & I. The same story about how they sent us a refurbished phone & we would have to pay the full amount instead of the monthly installments if we didn't return. We are HIGHLY UPSET! This shows that Xfinity is NOT following the proper precautions to secure the identity, and customer records to hackers. There needs to be a big investigation. I wouldn't be surprised if it was an inside job doing the scamming. 

I had the same experience today! It was horrible! I should have realized it was a scam call. Luckily I reached out to xfinity and asked if our phone was shipped out incorrectly.  
when I took the call right after the delivery, I could not understand the lady on the phone and asked for a supervisor.  Another person with a heavy accent said that the phone we had been delivered was not paid in full and was sent by an incorrect warehouse.  I advised to call back later when my husband was home. They did call back and I had them in speaker phone. They advised that the iPhone was sent by a warehouse mistakenly and my husband said that he just wanted to return the phone and get money back. The supervisor offered a 100.00 credit.  I want to know how these people know we are getting our new phones. This has to be an inside job!!  I was on the phone for three hours dealing with this horrible company! Never again. We have been loyal customers for well over 15 years! I will never get another phone from xfinity! 

This literally just happened to me yesterday! But my stupid self after being frustrated from dealing with Xfinity all week about a broken modem they sent the week before did not catch the scam in time and sent the phone to the scammed by the ups label provided! Smh.. don't know what I'm gonna do from here. Will call Xfinity tomorrow and see what can be done.

Well, Xfinity has obviously not caught on if unsuspecting customers are still having issues. I did not appreciate my original post being edited to block the number I received calls from but did not block others that posted after me. By Christmas, left Xfinity as mobile phone carrier. How many customers do you have to infuriate and watch be scammed before you investigate your own company for the leaks and data breaches?  We have all taken to whatever means we deem appropriate to handle our situation, share our horrible experiences and spread the word. Your Xfinity box popping up telling us what we need to do is unacceptable and just not enough. You didn’t protect us when you should have. More customers will leave because of poor management of these types of situations and keep sharing to spread the word. 

Same thing happened to me this week. I have been around and around with Comcast about this. It had to be an inside job or UPS people because he knew exactly what I ordered. I fell for it and sent the phone back. Now Xfinity tells me that I need to wait for them to investigate and meanwhile I have no phone and have been charged on my account which they keep telling me "they are reviewing". I have a fear that I am going to have to pay for the phone that I don't have. They say they have a tracker on the phone but are they really going to send the police or someone out to retrieve it? I don't think so. I also called to have my billing changed from automatic pay to self pay and they refused. I have filed a case with Xfinity. What else do I need to do? I think I just got [Edited: "Language"]. One hand does NOT know what the other is doing at Xfinity and you cannot get to anyone who knows what is going on. Am I going to have to suck up over a $1000 for a phone that I was scammed out of? Probably. Shouldn't Xfinity eat the cost and send me a new phone.? They are a multi million dollar company. That is what would have happened in the old world but I do not think it will happen that way now. 

Xfinity. Are you investigating this breach of our information?

No matter who you talk to including the vice president of Xfinity mobile they tell you they know nothing about the phishing scam. I filed a report with the police. They followed the phone to New York where the road ends as New York doesn't have any interest in following up with the Florida police. Most likely your phone is now over seas with mine. Bottom line, after two months of delays and speaking with Xfinity's fraud department; you shipped the phone and you have to pay for it.  I am now with AT&T.

Same exact thing just occurred to me as well. Called immediately after receiving the phone advising that they had sent me the wrong phone from the warehouse. Ironically, the phone I received was not the iPhone. I have requested when I had ordered the phone through a representative that paired with all the account information led me to believe that it was in fact, Xfinity calling notifying me of the error. Guess we’ll see what happens now.

Welp I’m a victim also. Just got off the phone with my case manager. No refund. I have to pay for the iPad. Complete denial that this has happened to other customers even thought I cited this post. Embarrassing. Cannot wait to switch to verizon.

My thoughts are they know there is an issue here, but of course they don't want to pay. I can accept that possibly, even though I am very security conscious, I was duped by a scammer. But the main reason for that is I believed I was talking to Xfinity mobile. Why? Because this person knew my phone number, knew that I had just ordered a phone via Xfinity mobile, and knew exactly when it was delivered to my house. The only way that can happen is a) the scammer is an Xfinity mobile employee or working with an Xfinity mobile employee -or- b) the scammer has breached Xfinity mobile's systems.

I've done a lot of searching over the past few days and found numerous cases where customers reporting the same type of fraud or variations of it where it was obvious that their PII had similarly been compromised by Xfinity mobile.

At this point, given Xfinity mobile's decision to indicate that they are faultless and [Edited: Language] their customers over, I think I'm going to report it as a data breach to the FTC and once that blows up and becomes a big deal, then I will file a claim for damages as a result of the data breach. [Edited: "Soliciting"]