U

20 Messages

Sunday, June 16th, 2024 7:02 PM

Closed

Woke up to fraudulently created account

Woke up this morning to a text message, welcoming me to xfinity.  I have been a customer for over 15 years.  Shortly after I received another text message indicating I was being sent new equipment to an address over 1,500 miles from my home.   After a mind-numbing phone CS experience, I was sent an identity theft packet where I have to submit copies of driver's license, power bills etc.


Oh the irony considering xfinity allowed someone to create an account using only my name and phone number.  My credit is frozen at all 3 credit agencies.   There were zero checks before giving a fraudster an account using my name and phone number.   

How is xfinity security this comically bad in 2024?   

Official Employee

 • 

1K Messages

6 months ago

 

user_q75ulb Thank you for posting on our Community Forums and for bringing this to our attention here. Please let us know if you need any further assistance with the claim or any questions.

 

20 Messages

6 months ago

After contacting Comcast "Security" after the incident yesterday and being told the fraud account had been deactivated, I just received shipping notice for some sort of equipment to the fraudulent address.


After contacting Comcast Fraud department once again today I was informed that my identity theft case had been closed and I needed to re-submit the case packet.

Just truly unbelievable incompetence and lack of security.   

Official Employee

 • 

1.5K Messages

 

user_q75ulb, We would be happy to check on this for you and stick with you until this has been completely taken care of. If you would like our help,

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

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

Let me know if you have any questions.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

20 Messages

Requested information sent in a DM.

20 Messages

Just to follow up!  These guys and gals, got this mess handled in literally one hour!  Kudos!  

Still crazy that someone can open an account on-line using your name and a phone number already associated with another Comcast account.

I have all my credit locked down as well as identity theft monitoring service in place and it caught none of this. 

With all the myriads of data breeches over the years from so many companies.   Your name and phone number is all over the web.

Stay vigilant!  


  

20 Messages

6 months ago

Further update...........

Received a phone call from someone at Xfinity mobile within' the hour.

Someone did in fact create a Xfinity mobile account using my name and number.


Xfinity shipped them out activated SIM cards in MY name.

Once again, this was done using a newly created account in my name and was not associated with my Xfinity account of 17 years.

Truly a scary lack of security in place with Xfinity.  

20 Messages

6 months ago

Xfinity still hasn't cleared the fraudulently created account in my name.

Stil currently receiving text messages sent to my phone in regard to the fraudulent account.   

Absolutely amazing the lack of security at Xfinity.  

20 Messages

6 months ago

Over a week since Xfinity allowed the criminal to create a fraudulent account using my name and phone number.
Despite lots of promises of phone calls from "specialists" etc NOTHING from Xfinity.

Know what you are dealing with if you have security issues with Xfinity.

They absolutely do not have your back despite 17 years as a customer.  

20 Messages

6 months ago

Received a call from some sort of "specialist" this afternoon.   
I have never heard so many attempts to not take responsibility for allowing criminals to sign up for accounts and then dragging their feet to close them.
She even went as far as to tell me that they never shipped the activated SIM cards to the criminal.

I have UPS tracking number showing not only did they ship them,  Xfinity made no attempt to stop delivery of them once they were alerted, they absolutely delivered them to the criminal.

I have the very address and the apartment number of the criminals. 

Literally nothing but excuses and had the audacity to offer to send me some links about how I could be protecting myself against fraud.  LOL!


It was like a Saturday Night Live skit.  

20 Messages

6 months ago

The fun continues.  Not only was this Xfinity created mess not cleared up, it rolls on.

Previously the fraudulently account was created separately and not directly connected to my account beyond using my name and phone number.

Now Xfinity has merged the fraud account now shows on my Xfinity account of 17 years.

How is it possible to have this bad of security in place.  

Good job!  

1 Message

3 months ago

Same, 

I called in for something completely unrelated and found out there were two addresses associated with my phone number. While, they did cancel the account immediately, They could not articulate how someone could open up an account. I was questioning them because I wanted to see how far I was compromise with identity fraud, and all they could do is tell me that the service was an activated so someone opened up an account but most likely couldn’t follow through with what was necessary.

Fingers crossed 🤞🏽 

20 Messages

You were lucky they canceled the account.  The two times they allowed it on my account they took their time closing the account all while making me jump through hoops to prove MY identity.

This despite being a customer for 17 years.   Clearly their security is nonexistent when it comes to allowing fraudulent accounts to be created using stolen information.  

It will likely take whatever government agencies oversees them getting involved to see any changes.

forum icon

New to the Community?

Start Here