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

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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.  


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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.


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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.


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New Poster

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

I am going through the same nightmare.  Comcast is NO HELP.  I was charged $85 and $126.53 in November, 2018 then $455.88, $87.81 in Dec. 2018. I am a Comcast customer, not an Xfinity Mobile customer (and never have been).  Xfinity Mobile agrees that I do not have service, but they are still submitting charges to my bank via autopay, ($611.00 charge declined by my bank yesterday).  When I call, Xfinity Mobile can't help.  Comcast can't help.  They said there is no way Xfinity Mobile employees can access my payment info -- but that is the ONLY way this can happen.  Were you able to put a stop to the fraudulent charges on your account?  Comcast people -- don't bother replying that I should contact your fraud dept. -- Ive already done that, multiple times and as you've stated, you can only help with Identity Theft, not fraud..,,  what a joke.

Valued Contributor

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

Call the issuer of your card, have them cancel the account, and replace it with a new one.

 

New Poster

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

Thanks for your reply, I already did that.   It's a pain in the butt and I have no intention of doing that over and over.   I would like Comcast to explain how my auto pay info got into the hands on one of their customers.  They aren't protecting their customers "secure" information.  There are multiple people with my situation:  comcast "core" customer, not Xfinity mobile customer, (nor have i ever been),  and yet they see Xfinity Mobile charges on their credit card.  Google it.  Spent hours on the phone with Comcast, then Xfinity Mobile and ultimately no one helps.  If I had a charge from say, Macy's on my cc, I could call them and they would tell me what a $611 charge was for and their fraud dept would handle it.  They sent electronic invoice to my bank more than once, even after it was discovered that it wasn't me.  Xfinity Mobile is the beneficiary of my money -- not someone charging random items to my cc.

Valued Contributor

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

I am not condoning Xfinity Mobile's track record regarding fraudulent use of customer information, but.....

 

If you can't or won't trust Xfinity Mobile with a card number, and since there is no possibility of having Xfinity Mobile service without providing a card number, then there really isn't anything else to do but cancel any cards you provided numbers to Xfinity Mobile, and take your business elsewhere.

 

One thing that would surely get XM's attention would be for one or more of the big Credit Card companies to threaten denying all future access to all customer plastic. Eventually this would force XM to either get their act together in the fraud prevention department and/or provide alternate billing arrangements that do not require automatic billing to customer plastic.

 

 

 

 

Regular Contributor

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


@srtx wrote:

I am going through the same nightmare.  Comcast is NO HELP.  I was charged $85 and $126.53 in November, 2018 then $455.88, $87.81 in Dec. 2018. I am a Comcast customer, not an Xfinity Mobile customer (and never have been).  Xfinity Mobile agrees that I do not have service, but they are still submitting charges to my bank via autopay, ($611.00 charge declined by my bank yesterday).  When I call, Xfinity Mobile can't help.  Comcast can't help.  They said there is no way Xfinity Mobile employees can access my payment info -- but that is the ONLY way this can happen.  Were you able to put a stop to the fraudulent charges on your account?  Comcast people -- don't bother replying that I should contact your fraud dept. -- Ive already done that, multiple times and as you've stated, you can only help with Identity Theft, not fraud..,,  what a joke.


 

 

i would  cancel  your  card and cancel your  bank acount ASAP  that way no moe  charges can go throw  

New Poster

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

I am in this same boat, out about $700 over the past 5 months. Do I have no recourse?

Valued Contributor

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


@ANDREWDREYFUSS9 wrote:

I am in this same boat, out about $700 over the past 5 months. Do I have no recourse?


If you haven't contacted your credit card company to report this, what are you waiting for?

 

New Poster

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

March 9, 2019, my bank notified me that XFINITY Mobile charges in the amount of $1,600.  were declined as I put a Merchant Block for Xfinity Mobile on my CC account.   This is a new credit card as the same thing happened to me in January, 2019.  I do not have XFINITY MOBILE account, nor will I ever get one.  I am an existing Comcast customer on auto-pay.  This is the SEVENTH fraudulent charge by XFINITY MOBILE in less than ONE year.   Don't waste your time talking to their "Fraud Dept", they told me they investigate Identify theft ONLY and if it's not Identity Theft, you're on your own.   I'm calling the FBI next.  If you are a Comcast customer, watch your CC statement closely, if you see XFINITY MOBILE charge, call your bank immediately and try putting MERCHANT BLOCK on.