2 Messages
Received wrong phone scam call from [Edited]
You have scammers hacking into your customer database? How else would someone know we recently received a new cell phone at our house? [Edited: "Invalid Phone Number"] called to tell my husband the phone he received was incorrect and we needed to take it to the UPS Store to return it before his correct phone could be shipped out to him. The one and only piece of paper in the box had very little information on it but did have name, address and a phone IMEI # printed on it. No color, phone type, etc. The box the phone was in had a different IMEI # printed on it, so with 2 different numbers, how are your customers to know there may not be an issue? I ended up speaking to customer service on behalf of my husband. I refused to go anywhere and no, I don't have a printer to print your label so someone can pick it up. You made the mistake, you fix it. I deal with shipping companies all the time and know they can be sent out to retrieve something. The phone was left on the porch as they were figuring it out and someone would come retrieve it. Thankfully, the scammer must not have had a person in the area to retrieve the phone or it would have been gone. The scammer called back today and I ended up giving him my phone number as they were still trying to figure out how to get this incorrect phone returned to them. My husband got tired of all the mess and took the box to the Xfinity store today. They assured him it was the correct phone. Nobody seemed concerned of the scam. Supposedly none of their other customers have experienced this event. I don't buy it. The main point: Someone other than Xfinity has our customer information and they're using it to try and get new phones shipped to them. We're about done with Xfinity.
user_1n84pd
1 Message
27 days ago
Definitely there is an exploitation being done by a few bad apples overseas (particularly India) who hold legitimate Comcast jobs by day and illegitimate Comcast Scam jobs by night. Xfinity you better get to the bottom of it and shut down shop and catch the weakest link!
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Collector
Contributor
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20 Messages
24 days ago
I find it unbelievable that Xfinity is still doing nothing to try to stop this from happening. They could alert the local stores, they could paste a banner on the website, something.
It just goes to show you that they could care less if their customers are being ripped off due to their inability to secure their systems.
In time this will become a bigger issue for them and I for one would cheer for xfinity failing as a company. They are the poster child for how not to do customer service.
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user_t84nxm
Visitor
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2 Messages
17 days ago
This exact thing happened to my parents this past week. They sent the phone to the scammer, who clearly had all their information from xfinity. My dad figured it out before the package was delivered but UPS wouldn't stop it. Xfinity and UPS are both being blase about it. Shame on Xfinity for this. Even if they're not part of the problem, they clearly know about it and should do a better job warning (and helping) their new customers. Shame, shame on xfinity.
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user_k8sb54
Visitor
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1 Message
9 days ago
I had the same thing happen to me... and it is May 2025.... wrong phone sent, sent in the correct phone. It is has been going on for months and they need to do something about it!
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user_4uc88v
New Poster
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9 Messages
7 days ago
Just an update. I've talked to another dozen or so folks from Xfinity and escalated as much as I can. They are aware that this is going on and have talked to several customers about it. Unfortunately, the position of those in charge is that there is "no fraud" since the phone number used in the scam was not coming from inside Xfinity. They will NOT take responsibility and are leaving their customers to pay for the full cost of the phones even though they cannot explain how the scammers have knowledge that only Xfinity Mobile should have. They proposed to me that they might have access to my email and know about the Xfinity Mobile phone being shipped because of that, but they can't say for sure. They suggest changing passwords, etc. and assure me my account will be secure after that but can give no explanation of why it wasn't already secure given that two factor authentication was in place. They don't acknowledge having access logs and can't prove/disprove unauthorized account access. So I'm supposed to believe that my account is secure now even though they can't provide one shred of information how it was previously compromised or how the scammers would know all these details.
I have questioned their fraud investigation. If my Xfinity email/account have been compromised, why is the only fraud I have EVER had been related to the one time I placed an order with Xfinity Mobile? Am I really to believe that so many Xfinity Mobile users have had their email accounts compromised? The common theme here is Xfinity Mobile and to me it strongly points to a bad Xfinity Mobile employee...from a logical point of view that is the most credible explanation.
Anyway, I've spent upwards of 25+ hours talking to people at Xfinity trying to get this resolved. It is clear it won't happen from contacting anyone from Xfinity. Please don't waste your time doing the same. Either just take your lumps and pay for whatever device(s) you got scammed out of, or do what I am going to do and fight it. I'm planning to report to the FCC, FTC, and others and am looking into taking them to small claims court. I hate to throw good money after bad, but there is a principle here and if we don't stand up for ourselves, it isn't going to change for anyone else. Maybe one of us will be successful and it will finally cause Xfinity to change their "no fraud here" policy.
The other takeaway is...please realize that your email account is likely NOT secure even if you are using two factor authentication!
I hope this helps save some folks some time and frustration.
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jacksonbk
Visitor
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4 Messages
6 days ago
It’s obvious that this is a systemic issue as evidenced by the number of people who have posted here on this thread. I imagine the total number of people who have been scammed is far greater than those who have posted here. From the original date of this thread it appears that this problem has been going on since late 2024 or earlier. Greater than 6 months already and what is Xfinity doing to protect their customers? Absolutely nothing. This will all go viral soon and will gain traction in the news media. No wonder Comcast is voted the worst company in America. They have earned that moniker and aren’t letting go of it.
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davis.andybtt
Visitor
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2 Messages
12 hours ago
This just happen to us 5 minutes ago. I immediately told my husband to hang up.
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davis.andybtt
Visitor
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2 Messages
12 hours ago
This just happend to us 5 mins ago. They also sent us emails. So they have all of our data. Waiting on a call back from customer support.
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user_w9okz1
Visitor
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1 Message
10 hours ago
This very thing just happened to me today. I upgraded my phone on Wednesday last week and I got the phone today - Monday in the am. This pm a guy with an Indian accent called saying the phone was sent by mistake from the distribution center and it was reconditioned. I could pay $835 for it outright or they would send me a new one with a $200 credit to my account. I had something similar happen to me about three years ago when someone called saying there was an issue with my account. That particular caller had a lot of my information so I thought it was legit. I had to scrub my computer and change all my passwords. This seemed to me to be the same issue so I told the guy I would think about it and googled to see if this was a scam. I got a text from Xfinity for the new phone and no emails so this didn't come from my email. I am in Utah and this person called me using a Utah number from Kaysville.
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