Phone return fraud

I was targeted by a social engineering scam where an impersonator posing to be an Xfinity employee tricked me into sending my newly delivered phone to a fraudulent address. Xfinity has ignored my complaint thus far although I have ample documentation, voicemail confirmation from the fraudulent person, and FedEx tracking number and delivery confirmation to the fraudulent address. I have spent over 13 hours trying to get a resolution over the last 2 weeks and no one I speak with can actually help me.

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XfinityAlyssaA

Official Employee

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2.9K Messages

20 days ago

Good evening @user_0to20e, and thank you for reaching out on our Community Forums to share your experience and bring this matter to our attention.

I'm very sorry to hear that someone may have impersonated an Xfinity representative and had your phone delivered to a fraudulent address. I can only imagine how stressful and frustrating this situation must be, and we certainly take concerns involving potential fraud very seriously.

To help protect your account and ensure the matter is properly investigated, have you already contacted our Customer Security Assurance (CSA) Team to report the suspected fraudulent activity? They can be reached at 1-888-565-4329 and are available 7 days a week from 8:00 AM to 12:00 AM EST.

Additionally, have you filed a police report regarding the incident?

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user_0to20e

Visitor

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8 Messages

Hello.

I have created 4 shipping tickets and now 2 fraud tickets. I was just on the phone with the CSA yesterday. Apparently, they filed the second fraud ticket yesterday but the first one got closed without anyone ever speaking to me about the issue.

I filed a police report as soon as we realized it was fraud. I uploaded all of the evidence that I have to them. We tried to have fed ex file a claim, but they said that Xfinity had to do it. Fed ex was almost able to intercept the package before it was delivered to the fraudulent address, but unfortunately they weren’t able to. I have a document with timeline and evidence for everything that happened. I have a screen shot of the initial voice message that was left by the scammer. I have done everything that people have told me to do, yet no one is actually fixing it.

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20 days ago

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XfinityAlyssaA

Official Employee

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2.9K Messages

Thank you @user_0to20e, for taking those steps and contacting our Customer Security Assurance (CSA) team. We appreciate it.

I do want to be transparent that we want to do everything we can to help; however, our ability to assist may be limited if the order was not actually placed by an Xfinity representative or on an XFINITY account and instead involved a third party impersonating our company.

To better understand what options may be available, can you please confirm whether you currently have an active Xfinity Residential account or an Xfinity Mobile account with us? If so, was the order placed on the mobile account? Once we have that information, we'll be happy to review the situation further and see what additional guidance we can provide.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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20 days ago

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user_0to20e

Visitor

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8 Messages

Here are the basic details of the story.

I upgraded my phone to the iPhone 17 pro max. It got delivered to my home a couple weeks ago. Shortly after receiving the phone on my door step, we received a phone call from someone impersonating someone from the Xfinity dispatch department. This person had all of my personal information including the tracking number for my device and the exact device that was delivered. I was told the device was refurbished, and that it needed to be exchanged. I was instructed to place the device back to fedex and the correct device would then be mailed back out. After a day and a half, I got suspicious and called x finity and found out I was scammed. The concerning part is that they had access to all of my information and I suspect that leaked from Xfinity as FedEx would not be aware of what exact phone I received.

We have a residential internet and mobile account and I ordered the phone myself through our mobile account.

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20 days ago

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XfinityAlyssaA

Official Employee

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2.9K Messages

Thank you for that additional information @user_0to20e, I appreciate it.

I also see that you mentioned the Customer Security Assurance (CSA) team opened a second fraud ticket yesterday. Did they provide you with an estimated timeframe for when you can expect an update on the investigation?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

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20 days ago

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user_0to20e

Visitor

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8 Messages

I believe they said 8-4-26.

After the first fraud ticket was submitted last week, someone from cybersecurity called me and after going through everything he said it wasn’t his problem, tried to transfer me, then I got hung up on and the ticket closed.

I understand that I made a mistake by returning the device without confirming, but my Xfinity mobile shipping information was obviously leaked or hacked and then used against me. There is no other explanation for how scammer gained access to it.

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20 days ago

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user_62ymcz

Visitor

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2 Messages

13 hours ago

This is what I am currently going through but I have been dealing with this for going on a month and a half. I have been given the run around by xfinity and was told that I would still be liable for the phone even though I did not ask to be scammed. I am prepared to go the the news media at this point because I am not getting anywhere. Xfinity does not care about the customer because if they did they would be setting up something for this not to continously happen. I have a police report, filed with the FCC and BBB and I am beyond frustrated. I am reporting this to the news media and the attorney general office.

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user_0to20e

Visitor

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8 Messages

Sorry to hear this. I know it all too well. My local sheriff offices did investigate the case with FedEx. It is a group from Pakistan that is gaining access to the mobile companies and then create the scam from there. Xfinity tried to tell me that my email got hacked.

I did finally get in contact with someone from the Xfinity executive resolutions team who was able to help me. I still have her contact. Would you like me share it with you?

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13 hours ago

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user_62ymcz

Visitor

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2 Messages

13 hours ago

At some point Xfinity needs to know that this is a reoccurring issue and do something about it. No one asked for this to happen to them. These scammers are getting the information from somewhere. This is a serious matter and needs an immediate resolution.

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Phone return fraud

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