Comcast Xfinity / FedEx iPhone Scam

I am a victim of a scheme that is well-documented online. After my iPhone was delivered, I was contacted on the same day by someone representing themselves as being with Xfinity and was told I received the wrong phone and that I needed to leave it on the porch to be picked up. They knew every detail, including what I ordered and where / when it was delivered. I never activated or even unboxed the phone. Two days later, someone in a FedEx uniform (witnessed by my neighbor) picked the package up. I called Xfinity the following day to find out when the new phone would be shipped to me. That is when Xfinity explained I had likely been scammed. I immediately filed a police report and submitted it to Xfinity on Monday morning of this week. I received a decision today (Tuesday) from Xfinity stating I am liable since I released the package to a third party. While it is true someone picked the package up while I was at work, it should be acknowledged I was being deceived by someone posing as an Xfinity representative (I do have one voicemail stored from that representative as proof). My new phone plan that covers stolen phones excludes phones that haven't been activated, while FedEx states its liability ends once the package is delivered (Interestingly, the delivery detail says I signed for it, although I was at work).

Although this appears to be a FedEx scheme, how many occurrences will Xfinity allow its clients to experience like this before reexamining their relationship with FedEx? At what point does Xfinity decide to protect its clients, including from its business partners like FedEx?

Currently, I am set to owe about $828 (excluding the taxes I paid) on a phone that I will never possess. My only option is to pay for another phone based on the conversations I've had so far, and I can't afford that. I am a solid customer, and a review of my account will prove that.

I am working with a local detective at the police department to pull a nearby camera, and I am contacting the local FedEx distribution center tomorrow.

Responses

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XfinityDemitrius

Official Employee

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3.1K Messages

19 days ago

Hey @user_fl0dcc, Thank you for visiting our official Xfinity Forums Community support page. We appreciate you sharing your experience and feedback regarding the recent Xfinity Mobile order that was placed. Please accept my most sincere apology for the experience you have encountered. I hope that you were able to share all your information and the police report with the investigation team and hope they can provide you with any next steps that are needed.

user_fl0dcc

Visitor

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2 Messages

Thank you for your response. I wanted to provide an important update because additional information obtained since my original post materially changes my understanding of what occurred.

At the time of my original post, I believed that an unknown third party posing as an Xfinity representative had simply deceived me into leaving the package outside and then taken it. Since then, I have independently learned that FedEx itself appears to have taken possession of the package through a return shipment created in its system.

I only discovered this because I took the initiative to obtain contact information for the local FedEx distribution center and later reached someone there directly. FedEx had not notified me that it had retrieved the package or explained why it had done so.

During that conversation, I learned that a FedEx return tracking number had been created. I did not create or authorize this return. This information aligns with my neighbor’s observation of an individual in a FedEx uniform retrieving the package from my porch. FedEx’s system subsequently showed the returned package associated with a security/fraud location in Fort Worth, Texas.

I also learned that the original delivery was left at my home without the required authorized signature. I was told the driver had reportedly received a telephone call authorizing him to leave the package without obtaining the signature. I do not know who made that call. This is particularly concerning because the individual who contacted me later that same day posing as an Xfinity representative already knew detailed information about my order, delivery, address, and device.

FedEx opened a support ticket and initially advised that I would receive a response within two to three business days. After receiving no response, I followed up myself and learned that FedEx had closed the case and was now characterizing the package as likely lost. FedEx did not proactively notify me that the case had been closed. I was told that Xfinity, as the sender, would need to file a claim with FedEx.

I have continued cooperating with local law enforcement. So far, I have also filed complaints with the FTC, FCC, and FBI Internet Crime Complaint Center with a few more agencies left to notify. The FCC has since contacted Xfinity Mobile, and my matter has been transferred from Corporate Escalations to Xfinity’s Regulatory team.
I appreciate Xfinity’s continued review of this matter.

9 days ago

XfinityThomasA

Official Employee

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4K Messages

user_fl0dcc - Thank you for your feedback and for letting us know that the appropriate teams are already in contact with you and working to address your concerns. Please continue working with the appropriate teams assigned to your case, as they’ll be best positioned to assist you moving forward.

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7 days ago

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user_fl0dcc

Comcast Xfinity / FedEx iPhone Scam

XfinityDemitrius

user_fl0dcc

XfinityThomasA

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