URGENT: Xfinity made an unauthorized change to our Xfinity Mobile account

I am extremely concerned about what happened to our Xfinity Mobile account today.

My husband has been trying for several weeks to cancel/resolve a phone upgrade order that became stuck. We have contacted customer service multiple times and gone to an Xfinity store, and both have told us they cannot resolve the issue. We were previously told the issue had been escalated, but that escalation was ultimately closed without resolving the problem.

Today, we discovered that Xfinity went into our account and removed my husband’s existing phone from the account and added the new phone associated with the stuck order—even though we do not have that phone and did not authorize this change.

We did NOT receive the new phone, we did NOT authorize the activation/removal of his existing device, and we did NOT authorize Xfinity to make this change to his mobile service.

This is extremely concerning because Xfinity has now changed the actual status of our mobile account without our authorization.

At this point, we need this treated as an unauthorized account change and account-security issue, not simply a customer-service or pending-order issue.

We are requesting that an Xfinity corporate/Executive Customer Relations or Security Assurance representative:

1. Immediately review the account and reverse any unauthorized changes.
2. Restore my husband’s actual phone/device to the account and ensure his service is not disrupted.
3. Remove/cancel the phone that we do not have and never authorized.
4. Confirm that we will NOT be charged for a device we never received or authorized.
5. Review the complete account history, order history, account-change logs, chat transcripts, and call records to determine exactly who made these changes and when.
6. Explain in writing how these changes were made without our authorization.
7. Confirm that there have been no other unauthorized changes to our account.
8. Provide us with a new escalation/case number and a written record of the resolution.

Please do not send us back to the Xfinity store. We have already been there, and they told us they cannot resolve this. Customer service has also been unable to resolve it.

We have exhausted the normal support channels and now need this reviewed by someone with the authority to actually correct the account.

We can provide the account and order information privately to an official Xfinity representative.