Xfinity aided Identity Theft

@Xfinity Let me tell you how the shocking incompetence of how @Xfinity destroyed my credit score through Identify Theft, due to utter incompetence by Xfinity Customer Operations and the Xfinity Fraud Team.

In August I received a collection letter for Xfinity service in the amount of $146. I contacted the collector and told them the account number they referenced was not mine.  She shared the service address in Detroit, I googled it, and was a run down apartment in Detroit far from my New Hampshire home where I have lived (and been an Xfinity customer) for 20+ years. The collector and I agreed it was fraud and it had to be resolved through Xfinity.

Apparently in March to July 2023, some [Edited: "Inflammatory"] called Xfinity and had service installed, then skipped out on the bill. Naturally I had no idea this service existed, never got a bill, phone call, email, or US mail from Xfinity about this service. I didn't know this existed, it even had a different account number.

So when Xfinity reported it to a collection agency they bundled the scammer's Xfinity account with my account. This is where the [Edited: "Language"] took place. Somehow Xfinity AR took this scam bill account and attached my account to it with no basis to do so and reported it to a collection agency.

This collection became attached to my account in good standing even though my service has nothing to do with Detroit.

I immediately reached out to the Xfinity Fraud department and they instructed for me to fill out a 7 page Affidavit packet and email it back to them with signatures scanned and my drivers license. I completed the requirements and returned it to the address provided. One of the on the packet called for my Social Security Number. I only provided the last 4 digits and made a note in the form that I would not send my Social Security Number to an obscure email address (CSA_IDT@comcast.com). As it turns out this information goes to the Fraud Team in Asia. This was September. Note that I am calling as a victim of ID theft and they are asking me to send my name, address, DOB, SSN and Drivers license to Asia. I am sure you can see why I was reluctant. I doubt they required the scammer to provide theirs.

In November I saw my credit score plunge drop from 840 to 760 so I called the Xfinity Fraud number immediately to find out what was going on. Two reps looked at my case and said the matter would be resolved and my credit record expunged. Not to worry, will get this processed right away, top priority, I was told.

Fast forward to Dec and my credit score has dropped to 692. I called Xfinity Fraud back and they told me the ticket is closed due to insufficient information and closed the ticket without any notification whatsoever. As it happened my ticket with the packet I sent in September was also closed without notification. 

This is not the Call Ctr. Reps, this is a deeply incompetent process for reporting and managing customer fraud at Xfinity. Not only incompetent but malicious. Close an Identify Theft case for a long-time customer without any kind of notification and watch his credit get destroyed?

This is next level incompetence, or, perhaps there is an Xfinity playbook for collections. Take a scammer account opened in a valid customers name, then add the good customer's account to the collection. This is the only way this happened.

Xfinity appears to piggy-back scammer accounts with my customer account perhaps thinking I would just pay the bill. I chose to fight and now I am being punished by what is at the least shocking Xfinity incompetence or perhaps worse.

Bottom line, if you use Xfinity and are a victim of Identify Fraud, Xfinity Fraud will not help you at all. If a scammer wants to open an account using your name, they will open it. The will not verify your identity. If that scammer skips out on the bill, Xfinity will just attach your account to the scammers account so you both get reported. If you report the fraud, they will ask you to send sensitive information (Name, Addr, Phone, DOB, SSN, and Driver License to the Philippines and if they determine that the information is insufficient, they will just close the ticket without notifying you. 

Let's not overlook the 2023 Comcast/Xfinity Customer Data Breach that exfiltrated 36 million customer accounts. Comcast disclosed the breach in October 2023. I posit that my personal info was perhaps breached. 

And yet they ask me to send that very private information,  repeatedly, email, to the Manilla. Information that may have been already been breached in March 2023 which created this incident.

Yet they are asking me to send all of the key details of identify, including picture ID, to an email address in Manilla, Philippines, where it can be stolen off the printer, in what sounds like an extremely crowded office.

Can you see where there might be a problem? As consumers, we must also be responsible to whom we give our data to, and by what means. This level of incompetence by Xfinity is shocking. 

After 2hrs on the call, having escalated to L3,I asked for his boss who is US based. He said she would call me back. Half hour or so later an elderly woman who identified herself as Steve, stated twice that and she was a "Senior" at Xfinity.  She had to be in her 70-80's and she was utterly incapable of a customer conversation.  I wanted to give them the info securely to a US office. That was impossible with Steve. She even got her own callback number wrong in her voicemail. Steve works in the Eastern US 12-9 and is apparently the Escalation Manager for the Manilla Call Center.

Beyond being useless, Xfinity Fraud team call center  practices seem deeply incompetent malicious. No thought to proper technical case management, or even common sense. I am hoping Xfinity Corporate can step in and do the right thing to clear my credit and fix their Fraud Reporting process.

For Xfinity reference CSA IDT Ticket numbers: [Edited: "Personal Information"]