Urgent: Scam Incident Involving Impersonation of Xfinity Representative — Concern About Possible Internal Access

Dear Xfinity Support Team,

We were scammed about 2–3 weeks ago by an individual pretending to be an Xfinity representative. During the call, the person claimed to be helping us with a 5-year fixed-fee subscription plan and even made a payment covering one month of our premium on our behalf. Shortly after, we realized it was a scam when the person instructed us to visit a Target store to make a purchase.

I immediately reported this incident via your chat support and asked the representative to alert the security team, as the scammer appeared to have access to our account information (including our current subscription details and billing). I am unsure whether my full report was escalated properly, but it seems no one has followed up or investigated where the payment originated from. Based on my research, this appears to be a well-known scam targeting Xfinity customers.

Now, I’ve noticed that the payment made by the scammer was later reversed, and my account shows a balance owing for two months—even though I have autopay enabled. This situation is very concerning.

Ever since this incident, my internet connection has also been unreliable. I have reset my modem and performed all standard troubleshooting steps, but service remains flaky—and reaching a representative for help has been a nightmare.

Additionally, I attempted to use the callback feature to speak with a live agent. The first call came after about 8 minutes but automatically disconnected before I could answer. The second call also dropped right as I was about to speak to a representative. 

I have several urgent questions:

1. Is Xfinity aware of this widespread scam and the poor customer service response I have received?

2. How can I confirm that my personal and account information were not compromised, even after changing my password?

3. How was the fraudulent payment processed, and why was it refunded without any investigation?

4. Given the level of access the scammer had, is there any chance this involved internal misuse or data exposure?

5. What should be my next steps to ensure my account and personal data are secure?

This experience has been extremely stressful, and I would appreciate a direct response from your security or fraud team as soon as possible.

Thank you,