U

Visitor

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2 Messages

Sat, Jun 19, 2021 10:33 AM

False account cancellation

Comcast allowed someone who is not the account holder to call in, access my account and cancel my service! They offered no security other then verification of information that is present on any bill.  I had to restart service as a result and was signed up for a contract with the same account number too even though it was a new account.  This totally defeated the purpose of trying to keep my account safe.  I spoke to no less than 5 customer service representatives who all assured me that everything would be as it was before but, it was not.  The prices were wrong, the credits were wrong, and no matter how many times I asked for a more secure account so that no on but me could cancel my service, they couldn’t even do that for me.  This even got escalated to the security team who assured me there was a pin on my account yet, there is not. I am now roped into a new contract that I didn’t ask for and cannot cancel due to early termination fees where as before, I was not in any contract.  My question is, how In the world does a company such as Comcast allow just anyone with the name, address and account number call in and make changes to an account??  It’s much harder to login to an online account than it is to just call up and pretend to be someone else.  Where’s the security for your customers accounts? This should never have been allowed to happen.

Responses

Official Employee

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314 Messages

3 m ago

Greetings, @user_5899df! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear your account was canceled without your input. I can definitely see how something like that would be frustrating, but you have definitely come to the right place for assistance.

 

I would really like to pull up your account records and see what happened here. If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

Visitor

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2 Messages

3 m ago

Thank you for sharing this news user_5899df. My girlfriend is currently wondering what happened to her account when she received an email last night saying all of her services would be terminated and June 20 (yesterday) was the last day of service. She did not request this at all as her first day of work at her new job is today. 

I have to ask though... do you think you know who did it and why? Because my girlfriend and I think know who canceled her account and its her stalker. It's why she just had a security camera system set up through Comcast recently. I don't mean to be nosy, I am just wondering how easy is this to do and how common it is. When my girlfriend called Comcast they first said "yes someone called in to cancel your account" and when she asked to speak to a manager their story immediately changed to "oh it was a technical glitch where after 1 month of your trial run with your camera security system runs out, all of your services are then scheduled to be cancelled, someone processed the order wrong." I don't know how these stories and excuses make sense! So after a trial run for a new service, all of the services get cancelled for some reason?! Comcast is cutting their own cord? To us it feels like her stalker cancelled her account and all services so that he could take the cameras out. 

Thanks for sharing and I hope you are not in a similar situation.

Visitor

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2 Messages

3 m ago

Yes, I did know who did it.  All one needs to cancel an account if you call in is the name, address and account number which, are all available on the bill.  The one month trial run is absolutely not true!!  It took me over a week to get everything right with my bill, extra charges, turning it back on to find out they never changed my account number.  I escalated my issue every single day until I got to the ‘security’ team who promised me, that they had put a 4 digit pin on my account.  Pshhh…this was not true.  They cannot offer any additional security for your account. Heck, every time I called in about this issue, they NEVER NOT ONCE even verified my account number!  On,y the name and address so, it may have also been a slack employee at fault too.  I closed mine and had it opened in a persons name that my stalker did not know and because Comcast lacks good security for call-in cancellations.  I would seriously recommend you do the same before they mess up your girls credit. 

as an afterthought, any time they said they couldn’t help me, or gave me the runaround, or some bull, I requested cancellation every single time.  It took me a week, but I got what I wanted which was for them to fix the problem.  Don’t be afraid to demand for yourself what you know is right.

(edited)

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