Fraudulently Ordered iPhones [Edited]

in the interest of expedience, brevity and effectiveness, appropriate exchanges should be done by telephone; below is a sample

hours spent with untrained employees, operators that openly remark that the triage system is horribly broken because of overflow policies, including referral to fledgling representatives, particularly in the Philippine call center, agents conflating and misrepresenting “disputes v fraud”, and much more — DISGRACEFUL

user_1oyd52, I'm truly sorry to know that you have not received proper assistance with this. This is never the experience we strive for our customers to receive, and your frustration is valid. We apologize for any inconvenience this has caused you so far, and I certainly understand the significance of getting this addressed ASAP. Our Customer Security Assurance (CSA) is a dedicated team that directly supports customers with online fraudulent issues such as these. 

You can follow this Link to learn more, as well as submit a fraud claim with that department directly. Our CSA Team can also be reached during the hours below;

Business Hours: 8:00 am - 12:00 am EST, 7 days a week
Contact: 1-888-565-4329

To confirm, have you been in communication with our CSA team? 

All avenues werevirtually useless and time consuming — no chance to remedy this pervasively failed operational model & horrendously impaired NON execution

the agents in the various divisions, particularly in the offshore Philippines call center, are ill quipped to handle problems — I’m not even certain whether or not proper training, retraining, monitoring, and accountability will succeed

the fact that Agents in the US wrongly claimed that dispute division and fraud division are the same is absurd

Our interface with 20+ agents is stunningly outrageous

even after a capable fraud agent intervened, that it took days and another phone call to remove the phone line from our account is  strikingly astonishing

however, the phone line still appeared on our account, we received bulletins regarding activation and several more phone calls from the fraudsters to send the phone to them

clearly, this is business as usual for Comcast problem resolution — shame

@user_1oyd52, I'm truly sorry about your experience, and I can assure you we are a US based corporate team of experts that would be more than happy to get you taken care of and turn this experience around for you. If you could please send us a [Modmail Message](https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) and include your full name, the name on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.