I am concerned about a data breach or fraud. Is there a way to report?

Going back to TimeWarner cable, I have been an Xfinity customer (or customer of its predecessor in my area) off and on for well over 10 years.  I have a multi-layered issue that I cannot seem to solve despite many hours talking and chatting with Xfinity.  

I called Xfinity on 12/23/24 to cancel my cable service.  The fact that one has to call to cancel service is problematic given how easy it is to add service without speaking to anyone from Xfinity.  Why is canceling service treated differently with additional obstacles that do not exist for adding service?  I digress.

When I called on 12/23/24, I spoke with a "customer service" representative who offered to help me reduce my bill.  I agreed but was adamant that I did not want an additional service.  I was told the price reduction offer came with an iPad.  I asked if the iPad was an additional service.  The rep said no.  I asked if the iPad was a mobile line.  The rep said no.  I stated I did not want a mobile line or Xfinity mobile service.  The rep said that is not what was offered.  I agreed to the price reduction offer and hung up.  Later in the day, on 12/23, I received an email from Xfinity Mobile confirming my order.  I was surprised given that the rep I spoke with earlier in the day repeatedly said I was not signing up for mobile service. 

I called customer service on 12/24/24, I explained the situation and again was told that I did not have Xfinity mobile service.  Can someone from Xfinity please tell me how I have a billing statement from Xfinity Mobile if it is not Xfinity mobile service?  In any event, I requested cancellation of the Xfinity mobile service/iPad plan/whatever it is called.  I asked if the iPad shipment could be canceled and was told no.  I was told that I would have to return the iPad before the cancellation could be processed and that I would receive a return label. 

On 12/26/24, I received a call from someone claiming to be an Xfinity rep.  They confirmed my account details and stated they were calling to coordinate the return of the iPad.  They provided me with a UPS label for the iPad-tracking number # [Edited: "Personal Information"].  I printed the UPS label and shipped the iPad via UPS on 12/30/24.  Before sending, I took a picture of the package label (attached).  UPS confirmed the package was delivered to the address I believe had been provided by Xfinity. 

On 1/3/25, I called Xfinity customer service again because I received an email stating that the iPad had been activated.  I explained that the iPad was no longer in my possession; that it had been returned; and asked how could the returned iPad have been activated.  I was told that the emails are automated and I had nothing to worry about it.  I was told that my service would be canceled as soon as the iPad was received.

On 1/4/25, I engaged in a chat session with Xfinity customer service.  I specifically chose the chat session because I believe I can no longer trust the call center as the information detailed above was (at best) inaccurate.  I thought the benefit of the chat would be a memorialized discussion that I could rely upon.  I was wrong. The following is from the chat transcript (omitting my name - emphasis added in bold):

gent (08:52 pm):  I have checked and can see that you have received the iPad on 12/26/24 at 8:52 AM and iPad is not showing as returned on the account but you do not need to worry as I am going ahead and make changes and marked the order as returned on the account, 

Agent (08:52 pm): This will reverse the charges which has been reflect on your bill.

nullAgent (08:54 pm): No worries,  I understand the iPad has been activated as showing delivered at your address but no worries you will get all the charges get reversed and you will get refund for the same. 

Agent (09:03 pm): I have successfully marked as return the iPad

On 1/26/25, I engaged in another chat session with Xfinity because I received a bill from Xfinity mobile even through Xfinity told me in writing in early January that the iPad had been marked as returned and the charges reversed. The rep I chatted with stated that "we have not yet received the iPad, so the service has not been canceled."  I was told in writing that the matter was being first escalated to a supervisor and then to the "Tier 3 team to address [my] concern."  I was told in writing that I would receive an update.  As of today (2/4/25), I have not received any update from Xfinity.  I see that my credit card will be charged on 2/15/25 for the service that Xfinity represented in writing would be canceled.  

Taking aside this debacle of unnecessary "customer service" -- and I say unnecessary because I would have loved to cancel service online as easily as I can add service -- I believe I may be a victim of data breach or fraud.  I have no other explanation.  I would like to know: was the person who called me on 12/26/24 representing themselves a rep of Xfinity who gave me the UPS label an actual employee of Xfinity?  If not, which seems to be case, how did they know I wanted to cancel the Xfinity mobile service and return the iPad?  How did they get my telephone number?  If it was indeed an Xfinity employee that I spoke with on 12/26/24, where is the iPad I returned via UPS?  Clearly, it has not reached Xfinity or this ordeal would be over and I would not be wasting more time calling, texting and posting messages to Xfinity to resolve the issue.  Has Xfinity actually investigated my concern as represented in writing on 1/26/25?  

Anecdotally, I received a phishing call last week (1/27/25) from an individual claiming they could lower my Xfinity bill.  I did not recognize the number and asked that the "rep" send the offer in writing.  The "rep" asked if I was still at an address where I did have Xfinity service, but I have not lived at the address for over 10 years.  Clearly, whoever called was aware that I was at some point an Xfinity customer at the address they provided, which has me thinking -- was I scammed last month with the iPad and, if so, how would the scammer know about the service and my request to cancel/return, which is information that should only be known by Xfinity and me?

[Removed image: "Personal Information"]