Visitor
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2 Messages
fraud
Warning: Sophisticated Xfinity Impersonation Scam Using Gift Cards — Seeking Advice
I’m sharing this both as a warning and to ask for advice from others who may have experienced something similar.
I received a voicemail offering a 50% discount on my Xfinity plan and called back the number provided. The call sounded exactly like Xfinity (same music and greeting), and the person accurately reviewed my billing history and recent rate increases. I logged into my Xfinity account myself and did not share login credentials.
I was told there was a promotion tied to Target that would lock in a $65/month rate if I prepaid one year using Target gift cards. While I was logged into my real Xfinity account, my balance changed to $0 in real time, which made it seem legitimate.
Before panicking, I contacted Xfinity Customer Service through the official Xfinity app while logged into my account to double-check. The agent I chatted with explicitly confirmed that this was not a scam, that the promotion was real, and that I would receive everything that had been promised. Based on that confirmation, I believed the transaction was legitimate.
Later, I realized something was wrong. I noticed a payment source on my account that I did not recognize and began receiving unauthorized access-code alerts. I immediately changed my password, contacted Xfinity’s fraud team, notified my credit card company, and began filing formal reports.
What made this especially concerning:
The caller knew detailed billing information
My account appeared to change live
An official Xfinity in-app agent confirmed the transaction was legitimate
The scam involved gift cards, which are very difficult to recover
I’m posting to ask:
I contacted Xfinity and an official agent confirmed this was real at the time. I have the full chat assuring me I was not scammed. What additional steps should I be taking now? Has anyone successfully recovered funds or gotten Xfinity to acknowledge responsibility in a situation like this?
Key takeaway for others:
Xfinity (or any legitimate company) will never ask for payment via gift cards. Even if something looks real inside your account, stop and independently contact the company using a verified number from their official website.
I hope sharing this helps prevent someone else from going through the same experience—and I appreciate any advice.
XfinityThomasA
Official Employee
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3.1K Messages
22 hours ago
Hello, user_2r3ppn - Thank you for reaching out and sharing your feedback and concerns so other readers may benefit. You’ve come to the right place, and we’re here to help. Your security matters to us, and protecting you is one of our highest priorities. We’ve invested heavily in safeguarding your account. Our systems use multiple layers of security that automatically detect and block hundreds of thousands of cyber threats every second. Behind the scenes, a dedicated team of experts works around the clock 24/7, 365 days a year—to keep you safe. Unfortunately, bad actors often try to impersonate Xfinity representatives or create fake websites to steal personal information. Here are a few important reminders to help you stay safe.
Xfinity will never ask for your username or password over the phone.
Will not request payment through gift cards, wire transfers, PayPal, Venmo, or Zelle.
Always confirm you’re speaking with an authorized Xfinity representative before sharing any information.
If you receive a payment link in an email, check that the webpage is secure by clicking the lock symbol in your browser’s address bar.
Be cautious of misdialed numbers or calls from similar-looking phone numbers. If you’re unsure, hang up and call 1-800-Xfinity (1-800-934-6489) directly.
Never click on links or open attachments in unsolicited emails or texts they may contain malware or viruses.
Double-check website addresses. Some scammers create sites with subtle typos to trick users. The correct Xfinity address is xfinity.com.
One of the most effective steps you can take protecting yourself from fraud is by enabling two-step verification. This extra layer ensures that even if someone gets your password, they can’t access your account without a verification code we send to you by text or email. It’s quick, easy, and adds powerful protection.
If you suspect fraud, scams, or phishing, report it at reportfraud.ftc.gov. You can also find helpful tips on the FTC’s Consumer Advice website.
If you believe your Xfinity account has been compromised or you’ve encountered phishing, spam, or other security issues, please report it to Service Policy Assurance. For ongoing updates and alerts about cybersecurity and phishing scams, visit Cybersecurity Alerts.
Never share your verification code with anyone. Finally, you can manage your account settings including username, password, authorized users, parental controls, and payment methods; through your Xfinity account dashboard. And, trust your instincts. If something feels off whether it’s an email, text, or phone call claiming to be from Comcast or Xfinity call us at 1-800-Xfinity to confirm before taking any action. Our team is here to help. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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