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Xfinity Mobile Fraudulent Orders - Can't get any help from Comcast!

New Poster

Xfinity Mobile Fraudulent Orders - Can't get any help from Comcast!

I recevied 5 emails today stating that different orders had been placed to my account for Xfinity Mobile.  I am a current Comcast TV and Internet customer.

 

I waited on hold with the Billing department and they told me that, although they see they orders, they don't have control to cancel them.  I was referred to the fraud department, but stood on hold for 1 hour without anyone picking up.

 

The Billing department rep also referred me to this link:  https://www.xfinity.com/idtheftclaimform to file a claim, but it asks to fill out an FCC form and get it notorized.  Ridiculous.  I just need to have these orders cancelled ASAP. 

 

Where can I get immediate help???

Official Employee

Re: Xfinity Mobile Fraudulent Orders - Can't get any help from Comcast!

 

chrisjur, we take these matters very seriously. Please go to www.xfinity.com/fraudclaimform to submit a claim or call the Customer Security Assurance ID Theft team at 844-335-8719 as soon as possible.  

New Poster

Re: Xfinity Mobile Fraudulent Orders - Can't get any help from Comcast!

Thansk you for your response, but I'm absolutely floored that this is how you handle these types of incidents.  You want me to fill out a form, get a police report, get it notorized and mail it to you?  This is absurd.  My local police depart is not going to file a report or waste our taxpayer dollars because you allowed someone to get access to my account and order *5* mobile phones that were shipped to an address that was not on my file.

 

Meanwhile, this person is racking up charges on monthly basis and you guys are not doing anything about it, despite the fact that I spoke to a representative on THE DAY that this happned a month ago.

 

What additional path is there to immediately address this issue?  Can you have someone contact me ASAP?

Official Employee

Re: Xfinity Mobile Fraudulent Orders - Can't get any help from Comcast!

chrisjur, I understand your frustration, but contacting CSA is the only path for fraud claims and issues at XFINITY Mobile and other Comcast services. 

 

I encourage you to reach out to a specialist there as they are equipped to handle issues of fraud.

Regular Contributor

Re: Xfinity Mobile Fraudulent Orders - Can't get any help from Comcast!


wrote:

chrisjur, I understand your frustration, but contacting CSA is the only path for fraud claims and issues at XFINITY Mobile and other Comcast services. 

 

I encourage you to reach out to a specialist there as they are equipped to handle issues of fraud.


How does a consumer prevent this from happening in the first place? IOW: How do you halt/place a hold on any activity for an Xfinity Mobile account that is tied to the parent account?

 

These accounts are pre-set  without the consent of the consumer and are ripe for plundering. Is there any way to state unequivocally that I NEVER want an Xfinity Mobile account and prevent one from ever being set up? How do I freeze my account?  The way this is being handled is just maddening....

Official Employee

Re: Xfinity Mobile Fraudulent Orders - Can't get any help from Comcast!

 

Su2z wrote: How does a consumer prevent this from happening in the first place? IOW: How do you halt/place a hold on any activity for a xfinitymobile account that is tied to the parent account?

 

These accounts are pre-set  without the consent of the consumer and are ripe for plundering. Is there any way to state unequivocally that I NEVER want an 'xfinitymobile' account and prevent one from ever being set up?  The way this is being handled is just maddening....

 

Your Xfinity Mobile account is not directly tied to your parent (cable) account which is why we give you another 6 digit account number to reference your mobile services. We can place a hold on your mobile service without affecting your home service, but there is no way to block Xfinity mobile services from being added to your account. We are working with our security team to prevent any unwanted purchases by setting up another authentication process to add mobile services. If you have fraudulent orders on your mobile account please contact our CSA department for further assistance.