Service seemingly transferred to an account that's not mine

Hello,

What started off as a minor billing issue became a very different issue over a long 1 hour, 15 minute phone call where I was transferred to different departments over 6 times. I have no choice but to believe, based on the information I know, that my mobile service was transferred, unbeknownst to me, to a different account owned by someone with the same name as me that I have no connection to. I do not know their phone number, their email address, or their physical address. I was hung up on after an hour and 15 minutes on the phone, with nobody able to help me. I need to talk to someone ASAP to resolve this, as it's completely unacceptable and seemingly a huge security breach.

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XfinitySara

Official Employee

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2K Messages

9 days ago

Hey there, @user_a2744e. Thank you for bringing this to our attention. You've come to the right place for support! Our team is great because we can certainly take a closer look at things and escalate this however possible on your behalf. Could you please send our team a direct message to continue?

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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user_a2744e

Service seemingly transferred to an account that's not mine

XfinitySara

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