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Tuesday, October 10th, 2023 2:55 AM

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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. 

Official Employee

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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. 

2 Messages

@XfinityAmandaB​  Hi thanks for getting back.  The bigger problem actually occur,  we found our gmail got comprised by using the phone number which transferred to fraud device, and 2 days later after this incident, we thought our phone number is back, however, we just found out that the call forwarding function is on, so phone can call out, but can not receive the call, the call will be transferred to some where else, which is a Voice machine....   

We report this to police, and are working on checking each of our bank , credit account and also checking credit report, it looks like someone is inquire credit line from Palpal on the day our phone number got loss....     We are reaching out to PayPal now, and hopefully, the fraud will be stop !

For Xifinty, we called your fraud department, however, I am sorry to say, it's really not much help , as they even don't know someone is calling to transfer the phone number to their device.  looks like they even cannot see that in the system at their end. 

(edited)

Official Employee

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2K Messages

Hello, @user_u99rj1 Protecting you is one of our top priorities, and we have dedicated significant resources to keeping your account safe and secure. Have you been advised to reach out to our Customer Security Assurance Team? Our CSA team makes sure you have a safe online experience. These security professionals handle issues like:

  • Phishing (call, email, chat), spam, infected computers (often called bots), online fraud (such as hacked accounts), and other security issues.
  • Email issues related to Xfinity Email Password and the inability to send or receive emails to or from a certain address or domain.

This specialized team can be reached here https://internet-security-site-web.ho-g3.cf.comcast.net/help/report-abuse 

 

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1 Message

Your security and security team are an absolute JOKE. Like the OP, I have been dealing with the consequences of Xfinity allowing some random person to transfer my internet services to an address 2 hours away from me. I’ve spoken with your Security Assurance team with no resolution. This started a month ago and has spanned 3 accounts: the one they initially took over that I had for 10 years, the one Xfinity allowed them to open in my name including porting over my card info for their autopay, and the account I had opened after asking them to close my initial account as a security precaution. NOBODY has helped me and I’ve spent 6 hours on the phone with your useless agents. 

I can’t wait for the class action lawsuit coming Xfinity’s way. This company’s pisspoor security protocols put all their customers at risk. 

Official Employee

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1.8K Messages

Hi there @user_3p80fu!  Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum.  We are so glad to hear from you and want to help in any way that we can to ensure this has been taken care of.  Please feel free to shoot us a private message so that we can get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 Message

@user_3p80fu​ I had the Wrong IMEI listed on my account vs my device, illegal things were done with that IMEI on the account, and it came back to me because its associated with my name and device. now i'm trying to prove my innocence, The phone has been in my attorney's possession since the day i made bail. Since the phone wasn't being used i de-activated the line and was told i could re-activate the line with the same SIM within 30 days. Called back to make sure they had the correct IMEI but told them not to switch it as i do not want to tamper with evidence, they went ahead and switched it and blacklisted the old IMEI. So hopefully i don't get in trouble for tampering with evidence because Xfinity took it upon themselves to correct a mistake which cost me over 200K to fight so far. My number i believe was spoofed as well as location and IP address, not that hard today as they make apps for that. Hopefully i don't end up in prison where they are trying to put me for 10+ years for something i didn't do for  IMEI that isn't even mine but tied to my account on Xfinity's error. After this is over hopefully Xfinity will be getting a nice call from a nice attorney. 

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!

Official Employee

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893 Messages

Hello, @user_9dx7as thank you for taking time out of your day to reply to this post. It sounds like you have already reached out to our Customer Security Assurance experts (CSA team), and glad to hear that they were able to resolve the issue. 

 

If you ever need assistance for fraud/identity theft we do have a great way to get assistance online: https://www.xfinity.com/idtheftclaimform. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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.

3 Messages

Day 1 @xfinity 

I have 8 lines with Xfinity - 3 were ported out without my authorization over the weekend - new phones added to my account. Called xfinity for 3 days - they played round-robin with me - one person transferred to another, than another and landed where I started. Fraud department guy didn't even bother to listen, just transferred to someone else. 

Legal team - God know who they are. Thanks to Xfinity, this is the tally so far:
- $6500 withdrawn from my account 
- $1000 gift card stolen - that were on my phone @apple - congratulations for keeping my money 
- $350 is new charges to my @xfinity account - because they enabled Global pass - thank you @xfinity

Well that is how Xfinity save you money  and save money on themselves by not protecting your account. 
thank you xfinity

(edited)

3 Messages

Day 2 
The story continues - Xfinity case number : 1710853100610

*  Asked Xfinity to suspend the line - was told will happen in 20 mins - looks like 20 mins will never be over 

* tried to suspend the line over this app - got the message something went wrong 

* someone opened an account in our name 

thank you Xfinity! 

(edited)

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 

2 Messages

The scammer to my account also attempted to transfer $5k through Zelle. 

Official Employee

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654 Messages

@user_c6by5z Touching base with you to see if this issue was resolved by our Xfinity Mobile team or if you need additional assistance? As the thread owner mentioned, these types of issues are resolved by working with our experts in our Xfinity Mobile department. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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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. 

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 !!

Official Employee

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1K Messages

 

user_rtkck2 This isn't the experience we want any customer to have, but I am glad to hear this issue has been resolved. You can use this link https://support.xfinity.com/svp-contact-form to submit any additional feedback as we are always opened to improving our processes. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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