Fraud

I am writing to report an active fraud situation involving individuals impersonating Xfinity/Comcast and to request immediate investigation and clarification.

On April 28, 2026, I received a phone call from a number that appeared to be associated with Xfinity. I was also sent a verification code to my phone during the initial conversation, this code looked like all other previous Xfinity codes I received including the number it was sent from.

The caller stated that I had been sent a phone but that the wrong device had been shipped and needed to be returned. They provided me with a QR code for a prepaid shipping label and instructed me to return the package. Based on the information they had and the way the call was presented, I believed this to be a legitimate Xfinity request and mailed the package that same day (yesterday - April 28, 2026.)

Shortly after, I received another call from the same individuals instructing me not to answer any incoming calls from Comcast/Xfinity and offering me $200 if I ignored those calls. This raised immediate concern; I opened the QR code and I began reviewing the shipping details. I discovered the package was addressed to an individual (Hector Laya) in Chicago, Illinois, which is not associated with Xfinity.

This appears to be a coordinated fraud, and I am very concerned about how the caller had access to:

My name and phone number

Knowledge of a phone shipment tied to my account 

The ability to convincingly impersonate Xfinity processes, including return instructions

I have been a long-standing Xfinity customer, and this situation has caused significant stress and taken a considerable amount of time to address. Given that the caller had detailed and accurate information, I am concerned there may have been a compromise or exposure of customer data.

At this time, I need the following addressed:

Please confirm you show only one request for an upgraded phone and what address you show for shipping.

Please explain how my personal information and this level of detail (phone being shipped) could have been obtained.

Confirm whether Xfinity has experienced any recent data breach or account compromise that could have exposed this information.

Confirm that I will not be held financially responsible for any device, shipment, or charges related to this fraudulent activity.

Advise what steps I should take to fully secure my account and prevent further unauthorized activity.

Please immediately review my account for any unauthorized changes, add appropriate fraud/security flags, and advise on locking or restricting the account to prevent further access.

Please advise how to block or secure my phone number and account from further spoofing or unauthorized use tied to this incident.

This situation involves an active mail fraud case, and a USPS package is currently in transit tied to this scam. I tried unsuccessfully to redirect/intercept the shipped package. I am pursuing additional action through the U.S. Postal Inspection Service.

I also have an active report ongoing with the Spokane Police Department. The report number is #2026-20078376.

I am requesting that this matter be escalated to your fraud/security team immediately and that all findings be documented. I will also be following up by phone with your Customer Security Assurance team.

Please confirm receipt of this email and provide a case number for tracking.

Thank you for your prompt attention to this matter.