I received an email from Xfinity about confirmation of two orders that were being processed at midnight and 1:07 in the morning stating "We got Your Order". So the mail provided a phone number to contact to dispute the order. So I was like great and I called the number provided (888) 936-4968 to cancel the order since it was not me. I only have internet service, use a different provider for my cell phone and have no need for Xfinity Mobile. Sure enough I call the number and speak with a nice enough person who then explains I have to be transferred to the fraud department and I think to myself no big deal.
I then speak with someone with a heavy accent in a call center which I can only guess is in New Deli or close thereof. So this seems a bit off so while I am on hold I confirm the phone number and email is not some sort of phishing scam to which it is not, but the gentleman on the phone attemps to help, but there is static on the line and you can hear other voices in the background making the conversation difficult to decipher. In any event after giving him the information I ask that any and all orders be stopped immediately and I ask for further information regarding the attempted shipping destination and what the order consisted of to which I was told I was not entitled to the information since it was not me who placed the order, he then put me on hold and I was disconnected and returned back to the original call center.
I am about twenty minutes into this saga and repeat the information once again to the call center they then refer me back to the fraud department and I start all over again. This time it is another person, a woman who also has a heavy accent and is difficult to understand. In any event we manage to communicate well enough for her to tell me she was going to get these two items cancelled. I then relayed I would like to know the items purchased, where they were to be shipped-if not the exact address, then the city and state so I could contact either the state attorney general's office or local police department to file a complaint. Once again I was denied the information under the pretense of company privacy issues. I then asked for some sort of documentation in the form of an email from then confirming I had disputed the transaction therefore would have something to provide to the local pd/AG office and was told I would receive an email shorty thereafter.
Nine hours later passed with still no email so I googled the issue and I was alarmed at some of the responses found with people who had similar issues with Xfinity some weeks/months later with still had no resolution. So I called them back up and after some 45 minutes spoke with the fraud department who infomed me they had 24 hours to get back to me. They further stated although they understood my dilema, they could not possibly provide me with any other information regarding this incident. The only advice I received was to change my user name and password which I did and created several security layers to hopefully prevent this from happening again in the future., oh and the Comcast Fraud webpage to fill out the affidavit and get it notarized-gee thanks a million. So I get passed on again to a different department who is supposed to give me the information so I can fill out a proper complaint with the authorities as to what the charges were for and where it was to be shipped. Same deal so i ask to speak with a supervisor and I explain my continued frustration that Xfinity allows someone to order two phones to my account at some unknown address and when I as the customer wish to contest this issue run me through the ringer and provide me nothing other than we will get back to you. So unlike may others I actually am willing to go through the steps necessary to catch whatever piece of dung that is stealing from one of their alleged valuable customers and I explain to her that I am going to the authorities to complain about an attempted fraudulent purchase, but the who, what, where is not available only the when and why should anyone care?
Your business practice is pathetic. You are more concerned with the privacy of some unknown criminal than your own customers.
Thanks a soon to be former customer.
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