FRAUD

I have spoken to so many people at Xfinity, I'm not sure who they are or what department they were from, as I was often transferred.

I can start by expressing my customer service, in-store experience, about my 4 trips to the Tigard, Oregon store.

Trip 1 on April 21, 2025:

I would appreciate a response to this complete post so I dont have to retype.

- Arrived at 9:45 am and was first customer at door for store opening at 10:00 am.

- Reason for visit was a personal follow-up to my phone and wifes phone being stolen (port fraud) from Xfinity mobile on Easter Sunday 4/20/2025 at approximately 2:45pm.

- I had initially reported my phone [Edit: Personal Identifiable Information] not working at approximately 3pm to 6pm with a case #: [Edit: Personal Identifiable Information]. The excessive time was the result of being initially on hold and then transferred between Henry (ID:0113) and J [Edited: "Personal Information"] (ID: 291) to complete the case #. At the time, I was using my wifes phone [Edit: Personal Identifiable Information] also an Xfinity phone.

- At approximately 7pm on the same day, Easter Sunday 4/20/2025, my wifes phone stopped working. 

- Now at 7pm on Easter Sunday, neither my wife or I had a working phone with Xfinity mobile.

- Next, I attempted to contact Comcast by using my home internet. After several attempts the comcast login kept saying my user name was not valid. - So with no available phone or internet, at 9:30pm, I drove to my daughters home in a neighboring suburb to call and report another stolen (port fraud) concern.

- I called the same customer service number I used to report the first fraud. I was left on hold from 9:50 pm to approximately 11:00 pm with no one from Xfinity ever answering. I was tired, hung-up and decided it would be better to visit the Tigard store first thing Monday morning on 4/21/2025 which I did.

- Initially I was handled by a young female associate and showed her both my phone and wifes phone had a circle with a line and not connected to a network. She excused herself and went to seek help 

- The store manager (Drew [Edited: "Personal Information"]) came back with her and said he could see a case # was filed and there was nothing else he could do for us.

- At this point, I asked if he had a supervisor I could contact and express my frustration that Xfinity had left my family without phone or internet service and there must be something someone can do to better assist a Diamond customer.

- Drew continued by telling me that I was not listening. He stated several times that he told me the case # would be investigated and I'd hear back in 3 to 5 days.

- I again stated that this was not a satifactory customer service response. I said that no person at Xfinity had told me that my internet would also be frozen. This ledt me and my wife no way to communicate to any family, friends or businesses that we needed to contact. Again, I asked for his Supervisor or anyone with more authority that I could contact. 

- Drew Jones stated again that there was nothing else he could do. He also restated that I was not listening to the fact that a fraud case was files and Xfinity could do nothing else 

- I next asked Drew, if I could buy new SIM cards for both my wife and I so we would have some way to communicate?

- Drew again stated that a fraud case # would not allow him to help us and next forcefully said and I quote " we are done here."

- My wife and I departed very frustrated and went to the Verizon store across the street and purchased two SIM cards on a 30 day, month-to-month plan.

- On Tuesday, 4/22/2025 I called 888.565.4329 and spoke with agent Jay. He helped get me back on my email with Comcast despite Drew [Edited: "Personal Information"] at the Tigard store telling me there was no one that could help. It took ja quite a bit of time and lengthy periods of on- hold time but he did get my email working. The ticket # he provided was: [Edit: Personal Identifiable Information].

- This was very helpful by Jay and resulted in both my wife and I receiving a barrage of emails from financial institutions we had never done business with. 

- As a result of the Xfinity Mobile fraud port scam, many attempts were being made to steal money from our accounts at Wells Fargo bank, Visa and Paypal to new accounts opened at Sofi bank, Ally Bank, US Bank by utilizing almost every possible money transfer account including; Chime, Current, Onepay, Cashapp, Square, Varo, Venmo and Found... so far. We have received Cash Cards from all of these institutions issued in our name. We have successfully contacted several but not all to report this Xfinity port fraud.

- My wife and I have filed a Police Report with the West Linn, OR police as a result of this Xfinity port fraud.

- My wife and I have filed credit report holds wit Equifax, Experian, and TransUnion as a result of this Xfinity port fraud.

- We have closed our Wells Fargo checking and savings accounts and reopened new ones as a result of this Xfinity port fraud.

- I have cancelked my Paypal account as a result of this Xfinity port fraud.

- We have reported this Xfinity port fraud to the Social Security department.

- We have changed passwords to various department stores credit, Visa/MC credit and various service creditors as a result of this Xfinity port faud.

- Next, we have visited the Tigard, Oregon 3 additional times after receiving an email that our phone numbers were retrieved.  On visit two with associate Heath on 4/27/2025. Heath was unable to restore either phone #'s on my wifes or my phone. 

On visit three, associate Shawna was able to restore my wifes phone but not mine.

On visit four, Brandy attempted to help but was told by a Tier 3 person on the phone, that my phone was no longer compatible with Xfinity. Brandy told me she could restore service to me if I bought a new phone or she could transfer my restored number to a new carrier like Verizon.

- I informed her that I did not feel that I should have to buy a new phone as a result of an Xfinity fraud port scam. She said she would ask her manager (Drew [Edited: "Personal Information"]) about a replacement phone.

- Drew came back with Brandy and stated that Xfinity would not consider giving me a new phone. He made ut clear our business at the Tigard store was complete and he would not be able to refer me to any one at a higher level as he tapped his finger on his name badge and said he was the final authority.

- i opted to makw one additional service call to Xfinity and talked with Khlib who was very gracious and one more time attempted to help restore my phone. Although this failed, he suggested I visit a different Xfinity store, review my issues and if they could not assist, my issue would be escalated to "COE" - Center of Excellence.

- After your review of this concern, I will take next steps based on your suggestion.