Why Did I Receive This Promotion

@XfinityKorie

It brought me here: https://pc2.mypreferences.com/ComcastPrefCenter/ManagePreferences (querystring truncated for privacy)

the actual unsubscribe link looked like this: https://emails.xfinity.com/pub/cc (querystring truncated again)

It appears you have the setting through the email set up correctly. Could you also try this link to ensure your information and mailing preferences are set up on our end, please? https://comca.st/3bfdyCG

Thank you for your patience, @l_a_n_f_e_a_r. We appreciate you sending those screenshots, they help a lot! We will need to take a deeper dive into the account and see what's causing you to continually receive the emails after the fact you've already opted out. Please send a Direct Message with your full name and address.

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

After working through a support ticket here is what i have learned.

1) I was asked to check and double-check and check again all 3 of the screenshots I posted above to be sure things were disabled, after sharing all the SS's again with the agent she confirmed (again) things look correct
2) I confirmed with the agent that I was configuring options for the correct e-mail and the the messages were from Comcast and were being delivered to the e-mail address in question
3) I was asked to click the 'Unsubscribe' link, which (as I mentioned above) I had done over 2 weeks prior, even though I shouldn't have had to in the first place
3)  This is unacceptable as a suggestion

4)  Apparently I was still in their system after all of this

So, I guess, since there was no indication of a support issue or something working incorrectly.... If you really want to be off direct e-mail communication from XFinity, you have to open a direct support ticket??  And maybe that will work?  I will find out in a couple weeks.  Really I hope that something is being looked into as a result of this ticket, but I have no indication that it is.

Also, this seems illegal?

There may be a back end issue however we will continue to work together to turn the communication via email off. I have  worked with a customer before and the issue was resolved. So no worries we  will figure this out.  Can you access this link 

https://comca.st/3GnMpLw

Thank you so much for that information! It can take up to two weeks for the request to be completed. I would like to allow additional time to pass now that you have made those changes to your communication preferences. Please follow up with us in the next few days if you are still receiving additional e-mails. We definitely are here to help and have your back 24/7 on Xfinity Forums! 

i have NOT made changes to my communication preferences, everything set on the images above HAS BEEN SET THE ENTIRE DURATION of this thread and for 6 months pre-dating it.  I have continually posted and check the same 4-5 communication forms that exist linked to my account, I have NOT made changes to any of them.  They were already set correctly. 

Please don't ask me 'Can you access this link' for something that I have already confirmed and posted above, especially if it is buying more time to resolve the issue because it implies I am making any changes.

I understand this has been a process for you, and I'm truly apologetic your experience has left you feeling this way. It may be best for us to assist you privately at this point. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom 

Thank you for reaching out to Xfinity Forums. Please understand our promotion emails would not come from the presented email address. Please do not click suspicious links or reply to emails with personal information. 

@CountMountjoy​ 

thanks for a little supporting info! 

as someone who runs my own email server I was able to show them the email headers more-or-less confirming end-to-end delivery directly from a server under the comcast/xfinity domain, directly to the e-mail properly registered to my account.  so, some inspection of the email message headers (if you are able) may help back up your claim to support or force them to further validate their spoofing claim.

atm, this is still an ongoing issue for me.  i am working with them one more time in a private session as they requested and have toggled a bunch of privacy and communication options on-then-back-off.  so far, i have started receiving a couple text messages (for billing fortunately, not ads) that I was not receiving before and i have received one continued ad.  However, I agreed to wait 2 weeks (and understand why they ask for this period of time) to see if behavior actually changes in the end.

i assure i will update this ticket with my continued findings and discussion with support.  but it will be another week likely before i can push further.

@l_a_n_f_e_a_r​  I think I know what happened in my case. I use gmail as my primary eMail. I have started using extended addressing, which means adding “+company_name” to my username All the emails wind up in my gMail inbox, and it lets me know who sold my address.

When I tried to make the change in Comcast, it said “me+comcast” was not valid. OK. Not all eMail senders support it. So I left it as “me at gmail dot com”.

The offending eMails are addressed to me+comcast, and the opt out screen says “me comcast”. One of the many Comcast people I have spoken to on this issue seemed to understand that and was working in a solution. But my call was disconnected and since then when I call back I just get the standard part line of “it didn’t come from us”

@CountMountjoy​ nice approach at confirming the source!  my experience was similar.  the very first 1-1 i had the associate was able to dig into the marketing database (or reach out to whoever) and confirm i was still in the mailing list and was honestly helpful.

i worked with that person. everyone since has just put me through the same run-around acting like they can neither confirm nor deny anything useful.

as of this morning i'm still pestering them in 1-1 to put this information through to the `Customer Security Assurance team` in a way that doesn't involve me cold-calling the support number and starting from scratch.

> "The offending eMails are addressed to me+comcast, and the opt out screen says “me comcast”"

interesting, so a partial operation success causing a conflict in the data stores and internal system likely when you tried to update your email.  this may be useful to others.

i re-checked my network traces and in my case, all email addresses in my network traffic confirms the same single address.  i similarly suspect a (hopefully honest and unintended) bug in their systems coming into play.  but since none will confirm any existence or prioritized work, i am forced to approach the situation as Comcast saying all is working as intended.