Installation

I referred a new customer and am unable to confirm the appointment.  Reaching out and replying to an old direct message yielded this:

Hello and thanks for reaching out to us on the Xfinity forums! Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. Since we have you here, to confirm your Xfinity appointment, you can manage it through your online account or the Xfinity app. Online: Sign in at xfinity.com, look for the appointment confirmation banner, and click More Details to view your appointment.

$25 was paid to a representative at a store and there is not service associated with the account.  No appointment to install, etc.  The rep took my wife’s phone to have someone call and set up an appointment.  Shall we now assume this was all a scam, coupled with identity theft since communication is impossible on this matter?