Xfinity Mobile Issues

I’ve got kind of a weird situation going on and I want to see if anyone else has dealt with it. Wife got a cold call from Xfinity for some Apple Watches (which ended up being a bait and switch just like everything else we’ve experienced with Xfinity mobile but that’s a different story) and we ended up wanting to exchange one of them for a larger one. No big deal in theory but it’s been an absolutely horrible experience… let me explain;

Had 14 days to exchange the watch, initiated it on like day 13. A week goes by and we don’t see the watch. So she calls again and the rep didn’t make any notes. So someone was able to help and get the exchange initiated, but here’s where it gets weird. She gets a call from a number that is from Texas, stating they are Xfinity and talk about the watch exchange and ask for her info and such. But instead of using the phone keypad they ask her to say it aloud. She does since they knew about the watch exchange. Well lo and behold there’s a 140 dollar phone charge on our account a couple hours later that she notices.

Has anyone dealt with any convincing scams like this KNOWING Xfinity info like this? Like knowing in process transactions.