3 Messages
Elderly Woman with Limited English Scammed into Xfinity Mobile
My elderly mother with limited English was scammed into opening an Xfinity Mobile account with three cell lines.
My mother already uses Xfinity internet services and was visiting the Xfinity store to transfer her internet line from one unit to another in her apartment complex in Kirkland, Washington. She visited the Totem Lake store in Kirkland Washington on Tuesday, November 5th, 2024. When she visited the store around 4PM, two male Xfinity agents approached her and offered her to help with reestablishing connection in her new unit.
What was a little odd, she recalls, is that they would tell her to hold, scurry to the back of the office and reappear several times as she had to wait for 1.5 hours to schedule the technician to visit her home. At the end of the visit, they handed her three SIM cards and told her that she is free to use three "free SIM cards" and can be put into any cell phone she wants. (Frankly, she does not even know what a SIM card is) She never consented to opening Xfinity Mobile service, I repeat, SHE DID NOT CONSENT.
An hour later, she gets an email congratulating her on her new Xfinity Mobile plan with three lines. She then calls Xfinity customer service with a friend and spoke with an agent named Hazel who finds that my mother "consented" to a Mobile service with three lines at 7:05PM, the time after she had left the store. My mother is astonished because she lives alone and does not have three family members or friends to share three lines with. She shares a mobile service with me and my husband.
I reached out to Xfinity via chat this afternoon and they have been the absolute worst, bouncing me and my mother back and forth from department to department, making it impossible to get anyone to tell me definitively what is going on. I spoke with Sarthak, Kashish, Shifaunnisa, Akash, Anjali, Aakash, and Yanshul and nobody was helpful.
I am very protective of my elderly parents and the vulnerable minority, especially those who are limited in English. I am also extremely irate with what Xfinity has done. I plan to file a Better Business Bureau claim and to litigate and make sure I get to the bottom of this. It's not about the 168 dollars, it's about the exploitation of a vulnerable subset of customers like this.
XfinityVianney
Official Employee
•
1.9K Messages
17 days ago
Hello,
Thank you for creating a new post and bringing this to our attention. After reading your post, I can certainly understand why you feel the way you do. I see your mother had no intention of getting mobile service, and visited the store for another purpose. However, she found out later on that she had signed up for mobile despite not giving consent. I can confirm it's never our intention to mislead customers in any way.
She stated their behavior was also odd, which didn’t make her feel confident about the situation. This is certainly not how we want store visits to go or how we want to make anyone feel. In addition to what occurred, I see you haven’t gotten the help and support you needed when contacting us by phone or chat. I’ll be glad to take over this situation and help work towards a resolution. We are a full-service team, and we’ll do all we can to help. Although we are digital, we are part of the Comcast corporate team, giving us the tools we need to assist.
As we start, I wanted to check if you are listed as an authorized user on their account. You can read more about users and their roles here: https://www.xfinity.com/support/articles/primary-and-secondary-accounts if you aren’t sure. This will ensure we can cover the details needed about the account and phone lines. Do you already have a profile, or are you listed on the account?
1
0