Fraudulent action taken by representative

I need to flag what looks like straight-up fraud by an Xfinity rep and see if anyone else has dealt with this.

Last week, I called to cancel my service because I moved out of the area. For context, I had tried to cancel earlier, but was told by a rep to wait until I no longer needed service so I wouldn’t lose connection before moving. So I followed that advice and canceled after relocating.

During the call, I was asked if I wanted to keep any services or benefits. I very clearly said no. I moved somewhere Xfinity doesn’t even service. There is zero reason for me to keep or add anything.

Apparently that didn’t matter, because the rep went ahead and opened TWO mobile lines on my account without my consent and had phones shipped to my old address.

I don’t live there anymore. I don’t have access to it. I never ordered these. Since then, I’ve called Xfinity three separate times trying to fix this. Every time, I’ve asked for the lines to be canceled. Now I’m being told:

• There are no records of my previous calls
• I have to wait for FedEx to return the phones before anything can be canceled or refunded

So let me get this straight...I finally have a real ticket number, but I’m stuck waiting on a return for devices I never ordered, shipped to an address I can’t access, because of something your rep did without my authorization? This is completely unacceptable to me.

At this point:

• These lines were opened without my consent
• The devices were sent somewhere I cannot retrieve them from, nor should I have to
• My previous attempts to fix this have apparently disappeared
• And I’m being told to just hope the return process works out

I’m trying to get these lines canceled and make sure I’m not charged for any of this, but the whole situation is ridiculous.

If anyone has dealt with something similar or knows how to escalate this (beyond normal support, since that clearly isn’t working), I’d appreciate it.