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ANSWERED: How to protect yourself from fraud?

We’re committed to helping you stay protected

Protecting you is one of our top priorities, and we have dedicated significant resources to keeping your account safe and secure. We have multiple layers of security that automatically detect and block hundreds of thousands of cyber events every second and a team of security experts who work to protect you 24 hours a day, 365 days a year.

Protect yourself from fraud

Your first line of protection is to enable two-step verification on your account. This extra step will help keep your account safe, even if someone gets your password. Once you enable two-step verification, we’ll text or email you a verification code before we allow an unrecognized device to sign in to your account.

Remember: Never share your verification code with anyone.

Also, you can manage and control your Xfinity account settings such as your username and password, authorized users, parental controls, saved payment methods and more through your account.

There are additional ways you can be proactive to ensure protection of your Xfinity account. First and foremost: Trust your gut. If a communication, whether it be an email, text message, or phone call claiming to be from Comcast or Xfinity, seems suspicious in asking for payment or personal information, call us at 800-xfinity (800-934-6489) to verify if the communication is legitimate.

Common fraud techniques

Bad actors may also try to impersonate Xfinity representatives or websites to obtain your personal information. Here are just a few ways to identify potential threats:

  • Fake payment requests
    • Xfinity will not request a specific payment method such as merchant gift cards, wire transfer, PayPal, Venmo, or Zelle®.
      • If you receive an unexpected call, text, or email requesting that you make a payment on your account, we recommend you check your account balance first.
      • Then make a payment directly through the Xfinity website or thru the Xfinity app.
    • Xfinity representatives will never ask for your username and password over the phone.
    • Bad actors may have gained access to your personal information such as address, account number, balance due and even last payment amount on your Xfinity bill.
      • Always confirm you are interacting with authorized Xfinity representative before engaging in any transaction.  
    • When instructed to make a payment through a link in an email, be sure the webpage you are redirected to is secure.
      • To do that, simply click on the lock symbol in the address bar to verify the connection is secure. 
  • Deceptive emails and phone calls
    • Bad actors rely on misdialed phone numbers or making imposter calls from similar numbers to obtain your account and payment information.
      • If you’re unsure whether the person on the line is an authorized Xfinity representative, hang up and call 800-xfinity (800-934-6489).
    • Xfinity uses multiple levels of review to ensure the accuracy of our emails, websites and text messages.
      • If you see a misspelling, low-resolution image or graphic, or other mistakes and inconsistencies, delete the communication, navigate away or contact us.
    • Always check the email address of the sender.
      • If the email has an unrecognizable address but claims to be from Xfinity, don’t trust it.
    • Never open links or attachments in unsolicited emails or text messages.
      • They may execute a disguised program such as malware, adware, spyware, or viruses that can damage or steal your data.
  • Misleading websites
    • Some bad actors purchase similar website addresses to Xfinity – often with subtle typos or misspellings – to take advantage of people who accidentally navigate to those sites.
      • Once there, they may prompt you to make fake purchases, confirm or update your account credentials or install malware on your devices.  
    • These sites may be accompanied by creative replicas that look like popular websites like ours – or that of an authorized Xfinity partner – and may request you to confirm or update your account credentials.
      • Always double-check that the web address you’ve typed into your address bar is correct.
      • The correct address for Xfinity is xfinity.com.

Report fraud

You can also find more tips on how to avoid scams, what to do if you were scammed, and how to report fraud, scams, and bad business practices by visiting the Federal Trade Commission’s Consumer Advice website.

Lastly, if you feel like you or someone you know has been the victim of phishing, spam, online fraud, phone scam, or another security issue, related to an Xfinity account, click here, to let Xfinity know about the abuse.

You can also stay up to date on topics related to Internet security such as known Xfinity security alerts and top phishing scams here

In the unfortunate event that your identity has been stolen and/or fraudulently used to acquire Comcast services, or in some other way been utilized on a Comcast account, use the information on this site to initiate a claim process. This site also provides important tips to help protect your identity.

 

Here’s what you can expect:

  • You will need to provide information about yourself and information you have regarding your claim.
  • You will need to send us any documents that support your claim.
  • Comcast will review the information and documents that you provided and will investigate the claim.
  • Comcast will contact you when we receive your information and documents and as needed throughout the process. Please be advised that the entire process, start to finish, may take up to 30 days.

 

If you believe you have been the victim of fraud or identity theft and need to submit a claim to Comcast here is how to get started:

  1. Complete the Identity Theft Victim’s Complaint and Affidavit Form

    • Click here to access the identity theft affidavit.

    • For instructions on completing the form click here.

  2. The completed affidavit must be submitted to Comcast (not the FTC), along with the following documentation:

    • Proof of residency during the time the Comcast services were under your name. You can submit lease agreements, utility bills, or mortgage statement with your name.
    • A copy of your valid government-issued photo identification card. You can submit a copy of your driver’s license, state-issued ID card or your passport.

     

    The paperwork may be emailed, faxed or mailed to Comcast at:

     

    Note: Due to COVID-19, Email and Fax communications are preferred over Mail.

     

    Email:
    CSA_IDT@comcast.com

     

    Fax:
    Comcast Customer Security Assurance
    Attention Fraud Department
    866-308-1542

     

    Mail:
    Comcast
    Customer Security Assurance
    Attention Fraud Department
    1800 Bishops Gate Blvd
    Mt Laurel Township, NJ 08054
    844-335-8719

  3. A Comcast representative will contact you within 2 business days of our receipt of the requested documentation.

  4. While Comcast is investigating your claim, we will suspend our collection activity on the suspect account and request that any consumer credit bureau the suspect account has been reported to will be notified that the account is under investigation for identity theft. If Comcast concludes that the suspect account was the result of identity theft, Comcast will request the removal of the suspect account by the consumer credit bureaus from your consumer credit report.

 

Security Basics and Tips to Protect Yourself from Identify Theft

Protect yourself. Visit http://internetsecurity.xfinity.com/digital-safety-basics/ for help with protecting your identity and other valuable security tips.  For more information on identity theft, privacy and online security, please visit the Federal Trade commission's site: https://www.consumer.ftc.gov/topics/privacy-identity-online-security.

​​Additional Information​​

​​Protecting Yourself From Fraud

Comcast Resources for Fraud and Identity Theft Resolution (xfinity.com)

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