ST. JOHNS COUNTY, Fla. — Thousands of people use Comcast Xfinity service without a problem, but one woman said her account was hacked. She says it’s Comcast's fault, but Comcast tells a different story.
Linda Gillis used Comcast for everything, from phone, to email and cable.
"We played this cat-and-mouse game with Comcast about his email for a complete week," Linda Gillis said.
The Ponte Vedra resident says in July she and her husband began having issues with their service and it led to someone else using their American Express cards. That's when she discovered someone had stolen their email passwords, but it went deeper.
"Comcast through this whole thing couldn't even identify our passwords had been changed. They couldn't even tell us the home (number) had been forwarded," Gillis said.
Amex told her that her phone was being forwarded to three separate numbers. Several attempts were made to have replacement cards sent to an address in Margate, Florida.
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"He called Comcast and they would have no record of anything was peculiar with his account," Gillis said.
According to the police report she filed with the St. Johns County Sheriff's Office, someone had obtained her personal information including credit card number, birthday and Social Security number.
Comcast sent Action News Jax anchor Ben Becker a statement:
"Our investigation indicates that the fraudulent parties had all necessary personal information about the customer when they contacted Comcast, which they maliciously used to falsely portray themselves as the customer and gain access to the account. When we were notified about fraudulent activities associated with the account, additional security measures were put into place. We apologize to Mr. and Mrs. Gillis for any frustration and inconvenience caused by this situation," said Cindy Arco, Public Relations Manager, Comcast Florida Region.
“That's why we have to look at Comcast and any of the people we do business with. They have to be able to protect us," Gillis said.
Gillis said she has switched her service to another provider.
WJAX
