7 Messages
Phone scam
For the third time, someone has ordered a new iPhone using my Xfinity account. The phones were actually shipped to me, and my credit cards are being charged for them. I had to return them to the local Xfinity store along with a police report. I was told that the bogus orders were placed by someone over the phone. That's odd, because I can't even speak to an Xfinity rep without them sending me an authentication number to my phone, so I don't know how someone is able to purchase new phones without any security measures. I was told they used the credit card I have "on file". I'm trying to remove all cards on file, but the system won't let me.
After the first two times, I changed the credit card that I had on file with Xfinity. This did not stop someone from ordering a third iPhone, on my account, which I am being charged for.
We have spoken to Xfinity reps many times, and have been assured that these phones and related charges will be removed from my account. However, when looking at my Xfinity account "devices" page, these fraudulent phones are still showing.
This most recent time, I was on the phone with Xfinity for two and a half hours. In that time, I was transferred to four other departments. Each time, they had to send me another verification code before they would speak with me, and I had to repeat all the details of my issue all over again. Nobody I spoke to seemed to have any idea on what they should do to resolve this, but all involved assured me that the issue would be taken care of, but so far nothing has changed. I have since changed my Xfinity password, and I am attempting to turn off autopay and remove any credit cards from my account, but so far the Xfinity website will not allow me to turn off autopay.
user_t2r5ya
7 Messages
2 days ago
UPDATE: The "third" phone just arrived via FedEx. It was an empty box. I ordered nothing; somebody intercepted it and stole it, but I will be charged for it.
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user_xugq31
Visitor
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2 Messages
2 days ago
I'm having the same problem! This is horrible how Xfinity is allowing this to happen. It sounds like to me a inside job. I had a phone sent to me that I didn't order. I was told to refuse it an I did an two months later I found out FedEx lost the order. Now I'm going through it again. My account is supposed to be locked an that I only can order using a special code. Nope they are letting someone else just order away.
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XfinityAmira
Official Employee
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4.6K Messages
3 hours ago
Hi user_t2r5ya! Thanks for taking the time to reach out on our Xfinity Forum regarding the unauthorized purchases. This is very unsettling to hear, and I am truly sorry that you have been going through this. I also apologize for all the inconvenience and frustration this has caused you. Our Customer Security Assurance (CSA) team ensures a safe experience for customers by addressing issues like these. To confirm, have you contacted our Customer Security Assurance (CSA) team directly? Our CSA Team can be reached during the hours below
Business Hours: 8:00am - 12:00am EST, 7 days a week
Contact: 1-888-565-4329
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user_1iwtd9
Visitor
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1 Message
1 hour ago
This is exactly what happened to me. Unlike you, I did receive a call to verify the purchase, and I told the representative clearly that I had not ordered a phone. The order went through anyway. It seems like an inside job. I reported this to my credit card company and also to Xfinity, but there's no resolution yet. Strangely, the phones were shipped to me at my address. When FedEx delivered them, I refused them. Yet FedEx attempted to re-deliver several times before finally shipping them back to Xfinity's fulfillment center.
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