There are calls on my bill to Cuba that are not mine. I have obviously been hacked and I need help getting these calls removed from my account so I don't lose my service. Getting desperate. :( Ready to cancel Xfinity altogether after being a customer for over 20+ years.
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I am growing increasingly frustrated and I'm a very patient person. Have contacted Cust Svc numerous times and seem to be getting nowhere. On Feb. 23 approx. 5pm an email from Comcast was sent to me that my password was changed (not by me). I read that email around 8:30ish that evening and I immediately requested a reset and changed it because I absolutely did not change it earlier. My March bill came and I was shocked that it was $75 higher than usual. Took a close look and there were 11 calls to Cuba; $75 worth of calls. I know no one in Cuba, nor does my husband. Checked the time of the calls and we were not home at the time the calls were made. There's only 2 of us in the house. We didn't make the calls. My account was obviously hacked and somehow, someway, someone billed those calls to our phone #. I'm no tech guru, but from the few people I've spoken to apparently people can hack into your wifi or other means of your account and use your # to make a call. The last contact I had with Cust Svc at Comcast told me I would not be charged a late fee and I should not pay the charges as he was disputing and requesting the charges be removed from my account. To date, they have not. The original claim was denied as the investigators said they feel we made the calls. There is no possible way - you have to see how this looks on our call history on the bill - it's silly. Now I just received my latest bill with the charges still on there, plus a late fee, plus a note that if I don't pay something immediately all of my services will be terminated. This is nonsense. We have been long-standing Comcast customers for as long as I can remember - dating back to when we were kids and our parents had this cable company in our homes. Will a Comcast / Xfinity rep please contact me and help me get this resolved once and for all. This is out of control. :-(
@ComcastJoeTru @ComcastPhill @ComcastAmir (i saw you had a similar situation with another customer)
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