4 Messages
Victim of Fraud -- Account still not fixed
Hello,
I was the victim of fraud on my Xfinity account on 10/25/2023, but it still isn't resolved. It was escalated to the level 2 fraud department. When speaking to a representative in the fraud department, he helped me step through and figure out what happened. What happened: I had called a fraudulent number on 10/25 when trying to put my account in a seasonal hold, and they got access to my account.
The scammer added their email and number to my account, changed my services, and even signed me up for a contract. They approved this with a text on the number that they added. I have all of these details documented if you'd like to see them.
I have called numerous times, 10s of hours, trying to get this resolved. Ticket after ticket has been opened, only for them to expire and close with no one looking into them. I tried to talk to a manager to get it resolved finally but no one was available. They opened a ticket for it again -- and said that a manager would call me back when they were available. No one ever called and the ticket was yet again closed.
Here's what I need:
I need my account's services restored back to what they were before the fraud (I was paying $30 a month, now it's close to $90 a month). I need my account to be on a season hold with an effective date of 11/15 like I originally asked for (even asking Xfinity for a seasonal hold after the fraud... it never happened!). And I need my bill to back-date to when all of these issues began. It's currently overdue and hundreds of dollars, and I'm getting emails that Xfinity is threatening to close my account.
IS THERE ANYONE THAT CAN HELP ME PLEASE??? I'm begging now.
XfinityKei
Official Employee
•
1.4K Messages
1 year ago
Hi @SpiritSquirrel I am sorry for how your experience has made you feel. I've had to deal with a similar situation and I understand your frustration. I am happy to access your account and check on any ticket status that we have to help!
Did you file out the online identity theft forms? If not I have the direct link here https://www.xfinity.com/idtheftclaimform.
Can you please direct message me your first and last name along with your full service address so that I can assist you further?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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SpiritSquirrel
4 Messages
1 year ago
I still need help with this! I've called and called.... No one has helped me.... And some people, even after all this, keep trying to sell me more services!
As per your suggestion @XfinityKei , I filed an identity theft claim form. Someone called me a week after I submitted it and said this isn't an identity theft case. Another huge waste of time.
Xfinity keeps messaging me that they are going to shut off my father's service, and I assume send my bill to a collections agency? I am not getting anywhere with ANYONE on this.
Can anyone please help me?
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