Xfinity mobile account disappear!

Xfinity please assist with this URGENT matter!!!!

My girlfriend and I share the same Xfinity Mobile account, and we recently encountered a serious issue that requires your immediate attention.

Last week, while attempting to transfer our eSIM from an old phone to a new one, we discovered that both of our phone numbers had disappeared from my girlfriend’s account. When we visited a local Xfinity store, we were informed by a representative that there is an unknown person listed under her account. Neither of us is associated with this individual. We have already checked all of our accounts as we moved several places in the past few years and none of them have our phone numbers listed. 

Here’s where it gets even more confusing:

• Both of our lines are still functioning (we can make calls and access the internet).
• We continue to receive billing notifications for upcoming payments.
• However, we are unable to view any details about our numbers or billing since the numbers are no longer listed under her account.

We have spent over 4+ hours on the phone with Xfinity Mobile customer support over the past few days and have yet to receive any updates or solutions. Furthermore, because our numbers are missing from the account, we are unable to transfer our numbers to another carrier.

What we need:

1. Remove the unauthorized person from our account.
2. Restore our account and make sure our numbers are correctly listed under the correct account.
3. Allow us to transfer our phone numbers to another carrier if we choose to.

From a customer perspective, this situation is completely unacceptable for a mobile carrier. The Xfinity representatives we’ve spoken to have said they have never encountered an issue like this before. We are frustrated, exhausted, and deeply concerned about the security implications of this situation.

We need someone from Xfinity’s higher management to take this issue seriously, as it raises serious security concerns. As your customers, we no longer feel safe with our personal information in your system.

Please escalate this matter immediately and provide us with a resolution as soon as possible.

Thank you for your urgent attention to this critical issue.