2 Messages
Fraud ! Identity theft - Someone called Xfinity agent, and transfer my phone number to their iPhone device!! how can this happen!?
Hi, I want to write down on what happened on my Xfinity mobile account just yesterday afternoon. My wife received a message from Xfinity on her phone, saying "here is your verification code" , and then we received the same message in our email registered with Xfinity account, while we did not request anything like this. and then her phone is not working anymore. So immediately , I use my phone line and jump on online chat with agent to find out what's going on. while we are talking with agent, we saw an email coming through , saying " Great News, you are ready to start using your new with Xfinity Moblie" which worries us! cut the story short, we talked with two agent, 2nd agent asked us if we report our phone got stolen, we said no, and she said it looks like someone pretend to be us, calling Xfinity agent, telling them that their phone got loss, and ask the agent to activate an e-SIM card to their another phone, and it went through successfully to get our number on their new phone. Cut the story short, the agent did asked us to provide our IMEI to them and some of our information , and told us that she saw our number is on different IMEI with different phone device, and she helped us to get the e-SIM back to my wife's phone later on, however, the things cause my concern is that 1. How come a random guy can just call and pretend to be us and then transfer the number to their device? nowadays lots of identity theft, they know most of your information, so it's easy to just tell the agent all your information, however, looks Xfinity doesn't ask to set up a PIN number or security questions , which those theft will not know. . 2. When we called the agent, even though they helped us to get back our number, however, how can they be sure, I am a real account owner, but not the theft , as they only ask some my information , which identity theft can get it as well. so what if theft called again, pretending to be us, will they get our number again? 3. Today, I called Xfinity, it looks like none of them really know what's really going on, and even can't find the history that actually this e-SIM card did transfer to other device with different IMEI. I spent more than 1 hour to be transferred and talk with Xfinity, the lady said, she did not experience this thing before.
This is really scary, the theft can use our phone number to do lots of thing, and could steal our account too! Even though number is back to our phone device, however, how can we know if theft also still has the same number ?
I used another carrier for years, just recently changed to Xfinity, when I used my pervious carrier, I never encountered this thing, and with what happened on me, I am seriously thinking to go back to my previous carrier. Frankly, I believe this kind of thing would happen to others too as it sounds like loophole to me , that's why I write it here to bring awareness to the users and Xfinity company as well, since Xfinity agent told me there is no email that we can report this back to them as well.
XfinityAmandaB
Official Employee
•
1.6K Messages
1 year ago
@user_u99rj1 Thank you so much for your post on your Xfinity Mobile account concerns. This is definitely not common as you can tell none of the agents you spoke to have encountered an issue like this. However, if you are concerned about Identity theft we do have a team that can help with that concern. You can check out how to let them know about your concern here. https://www.xfinity.com/idtheftclaimform
You can also leave feedback on your experience here:
https://bit.ly/3hhUqdT
I am very glad our team was able to get your devices working again with the correct numbers. If there is anything I might be of assistance with please let me know.
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user_9dx7as
1 Message
9 months ago
We had the exact same experience this past weekend. Both our phones were deactivated and new iPhones were put on our account. Xfinity fraud department is a joke. Everyone claimed they never heard of this before. I just wanted the situation taken care of. Went to Xfinity store and everyone had a blank stare when I explained what the problem was. Went to the corporate store and they said I needed to call the fraud department and they gave me a phone to use. After 2 hours and 22 minutes on the phone they solved the issue. Our feeling is that this is an Xfinity inside job!
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user_qxwim9
1 Message
9 months ago
It’s definitely an inside job. I called to inquire about a iPhone 15 upgrade didn’t approve it because it was more than I wanted to spend. Go to my email the phone was shipped my card was charged. Never gave the confirmation text that every customer get when the add anything to there account. That’s not it get another email that my phone has arrived and here is my new number??? Xfinity how can someone feel safe if your representative is charging your card without your permission and no follow the authorizations protocol. I have filed a complaint with the FCC. I’m am looking for another company asap.
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user_c6by5z
3 Messages
8 months ago
Day 03
* As I fully expected, the 20 mins are still not over - my phone line is still with scammers
* I can still the phone of scanner on my account @thank you @xifinity
* spend an hour with my bank - scammers are trying to withdraw $5k from my account - how will I pay my bills - maybe @@Xfinity should as I wait for the transaction to be reverted
- Xfinity cannot recover the phone number with scammers after 4 days
- spend another hour with another finsncisl institition
- additional $6k
Thank you @@Xfinity
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user_j9j4sp
2 Messages
8 months ago
I had exactly the same thing happened to me last Friday 3/15/2024. Someone pretending to be me called Xfinity mobile support, transferred my phone number to their device. And using that phone number, broke into my bank account, payment account, brokerage account, email accounts in a period of 2 hours. I found it within a few minutes after the initial contact by the fraudster happen. So when I was talking to an agent online to stop it, someone else is talking to another agent online to transfer my phone. My phone was transferred while I was talking with a support. Since I found out quickly, the line just got transferred out for less than 1 hour. The financial lost was about $1000 dollar from my payment account, and I managed to recover it by reporting fraud to the payment company.
The crazy thing is that I have been talking to Xfinity support for about two weeks before the Friday taking over about fraud activity attempting to take over my account. At least four times, they managed to replace my payment card number, contact email address on my Xfinity mobile online account. And on 3/7/2024, 8 days before my lines got transferred, Xfinity put my account on "Level 3 protection". And the agent told me this is the most secure way to protect the account. No one can take it over any more. How funny that state is. The account was taken over at least twice after it was put on L3 protection. During that two weeks, I also received at least 3 calls from Xfinity support, saying that they were talking to me on the phone, and line got dropped, so they are calling me back. The fact was that I was not talking to any of them at the moment.
This has been going on for 3 weeks now. I am very frustrated. I will transfer all my lines out to another carrier. Even though there is no guarantee that another carrier will not have the same problem, I know Xfinity is not secure. You never know when one of their support will help an imposter to take over my account. With phone number transfer to their device, they can get into any account. I cannot live under this kind of stress knowing that my account may be taken over at any moment.
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user_rtkck2
1 Message
8 months ago
On Saturday morning 3/30/24 I found that my cell phone would not make or receive calls or texts and my email would not load. Went to the Xfinity store and eventually was told that my phone number was ported out without my authorization to a phone on an Ultra Mobile account (subsidiary of T mobile). I spent 12 hours on the phone with different Xfinity employees and finally at 9:30 that night had my phone number ported back on to my cell phone. The next day was Easter Sunday, phone worked fine. The following morning I woke up to find that my phone number had once again been ported out without my authorization to the same Ultra Mobile account.!!
My phone number was finally ported back to my phone the following day in the afternoon. While all this was happening I was attempting to contact 3 different banks that I had accounts with so that I could put a block on all transactions but did not get it done fast enough and was robbed of approximately $25K .
I got on the phone the following day with an employee in the Xfinity Mobile Care department and was told that my phone now has "PORT OUT PROTECTION"and guaranteed me that my number could not be ported out again without me receiving on my phone a 6 digit pin number for me to confirm. I asked him why didn't I get the 6 digit verification code the first 2 times my number was ported out ?? He said because Xfinity did not put that protection on my phone until AFTER THE SECOND UNAUTHORIZED PORT OUT OCCURED !!!!! despite the fact that they assured me after the first port out it would not happen again.
How sad is this !?!?!? I hope I can get some kind of recourse !!
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