3 Messages
My phone number was stolen twice
my phone number was swapped twice in a week a few months ago, I requested a letter from Xfinity to show the bank that my phone number was being compromised . I have been in contact with the customer security assurance team. However, I was being transferred back and forth to different Xfinity departments. It is very frustrating, I left so many messages and no one can help me. Who can help me?????????????
Below is the communication that I have with Xfinity
Confirmed with Brandon from customer security assurance team that he has received our email request and have read the content of the email. He said our request for Xfinity to issue a letter to bank from carrier has to go through legal department. He gave us the phone number of their Legal Respond Center at 1-866-947-8572 which opens from 8am to 4pm Eastern Time.
He gave us a ticket number and said when I mentioned this ticket number to the legal respond center, they can review our case and assist accordingly.
I Call Xfinity Legal Respond Team at 866-947-8572
Talk to a representative called Mike
Mike asked me if I am from a law enforcement unit which I said no.
Then he continued to ask if I am an attorney and I also said no.
I told him about my call with Brandon of CSA team and referenced the ticket number that was given to me. Mike said he has no authority to read into record from another Comcast department and hence the ticket number is irrelevant to him.
I asked about issuing a letter that our bank requested and Mike said all his group can provide is to provide call record per request of law enforcement agencies and cannot help me with our request.
I asked who should I call then and he asked me to call back to the CSA team.
The next day, I called Brandon at CSA team and left a message about the call just now. Brandon of CSA called back and I told him what happened when I called the Legal Respond Center. He was kind of surprised in the feedback and I asked him what I can do next. He said he will need to talk to his colleague and supervisor and get back to me.
As of this email, no call back yet.
I called again two days later and left message at Brandon of CSA team. Two weeks later, I received a message from someone named Kenzie and said she is a counselor of Comcast account. She said she received an escalation and need more information from me. She said she will call back.
She did not leave a phone number or extension. She called from 888-934-6589.
As of now, no call back yet.
Today, I called and left message at Brandon of CSA team
XfinityJamesC
Official Employee
•
2K Messages
5 months ago
Greetings, @user_wyqfix! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with this letter request, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed 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.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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