Stay away from Xfinity and Xfinity Mobile, they don't take security seriously.

2 days ago a phone number was added to my xfinity account. I was completely unaware of this until receiving a text message that the phone number and phone were added to my account. I immediately called and had the phone number cancelled, but the agent was unable to be helpful with how this had happened. I understand that a CS representative would not be properly equipped to handle this kind of case. He did open a ticket for further investigation which I appreciated. Then 2 days later I received a voice mail from xfinity stating that no issue was identified with my account and the ticket had been closed. However there was clearly an issue that some unauthorized person was able to access my account and add a new line to it. Xfinity chose to state that they don't see this as an issue. So again I called them and spoke with an agent for a while, who like the first one was improperly equipped to help with the issue. After pressing for a while and trying to understand what was going on and being told that "its ok, the phone number has been cancelled and the ticket will auto-resolve in 5 days" - which is a huge red flag - the phone number cancellation is only step 1, step 2 is investigating how this happened in the first place. I asked to be connected with a supervisor because I did not want to press the agent on a security issue. The agent allegedly spoke with a manager, came back, and told me that he was transferring me. Instead of being transferred I was disconnected. I tried to call back and evidently the entire previous interaction had crossed into after-hours and after trying to work my way back through the phone tree, I finally got to the point where I should have been connected to an agent only to hear that business hours had ended and to call back tomorrow.

This is an absolute mockery of customer service and prioritization of the security of customer information. I will continue to try to investigate the issue with xfinity mobile and will post my findings back on this thread so that other xfinity customers can be properly informed and stay away from this service. If there were other viable internet service providers at my address I would have already cancelled my xfinity subscription, however I am sadly stuck with one option.