Visitor
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2 Messages
Resolution re: eSIM swap fraud case
I have contacted xfinity over 25 times over the past 10 days. My # was hijacked and eSIM was swapped to a phone not in my possession. Getting the complete runaround and misinformation and very incompetent responses from Xfinity dealing with numerous departments. The fraud case was closed out after 6 days and new one reopened due to ongoing issues. Currently, I can’t change my password with calling xfinity. They cannot authenticate me stating my phone is untrusted. The phone has been in service since May 2026. Cannot logon to Xfinity mobile care anymore. Nobody can help me despite countless hours on the phone with xfinity. I went to a store and am told they cannot access my account because of an open fraud case. I am at my wit’s end with Xfinity lack of competent support and passing the buck. How is this urgent matter going to get resolved? Makes me wonder how someone successfully did an eSIM swap compromising all my personal data and financial info on my phone. I am prepared to hire a lawyer if I don’t get a resolution soon.
user_15jev0
Visitor
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2 Messages
2 days ago
I believe there are serious security compromises with Xfinity mobile services. I had 2 step authentication in place. My phone was disabled for over 3 hours while the hacker was stealing information. Is it that easy to port over a # and eSIM swap over the internet without valid authentication.
I need assistance to fix all the issues created with my phone. There has to be someone in Xfinity knowledgeable enough to review all the notes and recorded phone calls to resolve the numerous issues caused and resulting from someone stealing my phone #. And how is my phone not trusted anymore? It was set up over 4 months ago? Im
pretty sure a lawyer would have a field day with all of this and am prepared to go that route if deemed necessary.
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XfinityAirelle
Official Employee
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3.5K Messages
7 hours ago
@user_15jev0
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