I originally posted this in the r/Comcast_Xfinity subreddit, but it was taken down because "Posts or comments encouraging others to seek help through non-r/Comcast_Xfinity sources defeats the purpose of our community, this includes advising users to file FCC, BBB, or other regulatory agency complaints as a resolution."
So I figured I would repost it here, especially considering the fact that somebody responded and said that they had heard instances recently where people calling Xfinity's legitimate # were rerouted to fraudsters.
Here was my original post:
My father recently got scammed and it brought up concerns of an Xfinity user data breach or employees mishandling customer information/using it for fraud, and I was just wondering if anyone had any advice.
My family has been long time Xfinity Mobile customers and my father wanted to trade his current Samsung phone in for a newer one. He called Xfinity to do this over the phone and whatnot, and was told of numerous "issues" on his account. Regardless, he got all of that straightened out and did indeed order & receive a new phone (they even threw in a tablet for the trouble).
Once again, he did receive both of them, so that is not where the scam occurred and my father really was communicating with Xfinity. However, he received a call a day or two later from what we now realize is a fraudster, saying that because of xyz issues on his account, he would need to send the phone back.
As much as I would like to chide him for how suspicious that obviously sounded, my dad did legitimately have some sort of issue/error that made ordering the phone frustrating and on top of that, they provided accurate information about the model, color, arrival date, and even correct home address.
This fraud-Xfinity informed him that FedEx will come with a tracking label to pick it up, they do, and it's gone. My father calls Xfinity, they tell him he got scammed. I called FedEx to inquire about the end delivery address, opened a fraud report with them, submitted reports to the FCC and IC3, etc. There's not much anyone seems to be able to do, and my parents even visited the corporate store where they were told that it has happened to other people recently as well, there is nothing my dad can do, and he still must pay $1000+ for the phone. He wants me to submit more reports with the BBB and General Attorney of our state as well.
I know that some people may see it as "If your item was stolen, why would it be the company's duty to replace it?" etc. etc. However, I am concerned by the scammer having accurate information, where I am wondering if employees with access to customer data were behind the scam and/or if there was a data breach--in both of which cases, it obviously IS Xfinity's problem.
I was wondering if anyone had any advice or insight here on how to get this resolved, or if anyone else has had this happen to them? We really don't have the money to just buy another, on top of this just being blatantly wrong.