Thieves Stole My Xfinity Mobile Number & Money, Xfinity Support Won’t Help

To be clear: I am only looking for documentation to provide my banking institution, but Xfinity Mobile Customer Support won’t even call me back.

The high-level details are that my Xfinity mobile number/sim card was hacked on January 17th, the store where I purchased the service suggested that I was the victim of a “line takeover” crime, but I have not been able to get documentation in order to prove that I did not withdraw the funds from my bank accounts.

I have placed multiple phone calls and store visits, but every time I am given an expectation for when someone will contact me, the Xfinity-given time elapses and I have to start all over again. It took five phone calls (including waiting for more than an hour at times) to even get a case number. I bounce back and forth from department to department and representative to representative. More often than not, they are kind at best, but more than one representatives have been unprofessional, without empathy and apathetic. I was emotional, but never rude and I did not ever raise my voice or use foul language.

I have been told that there’s nothing anyone can do, that I should file a lawsuit, a multiple representatives denied my request to open a fraud claims even after explaining the magnitude of the loss I’ve experienced. I have also been in contact with local law enforcement and have all required police reports.

This is different than credit card fraud – I am unable to operate the regular funds of my nonprofit, and my life savings are also being held because the withdrawals came from a clone of my phone number, but I did not initiate any of the transactions that moved the money.

It has now been over a month, and I still do not have this resolved. Once this is done, I will sever all ties to Xfinity as a company (already done with mobile, wifi is next after this horrendous experience). Regardless how many times we called, it always went to infinity phone transfers or be dropped with no reason. Based on this experience, it is hopeless and clear: Xfinity does not care about their customer's security or safety.

My next steps include looking for legal or media help, but I wanted to share my awful customer service experience here.