Visitor
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2 Messages
Chat asked for bank routing number
I recently talked to a chat representative and they asked for my routing bank number to check to see if a payment by Check had made it there. This was very disturbing and was curious if this was normal
Official Solution
XfinityAirelle
Official Employee
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2.6K Messages
2 days ago
@user_9xnwde
Thank you for working with us. We were able to work together and explain why this information was needed and you are all set! In the event that you have questions or concerns in the future, please create a new post. Have a great day and take care!
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XfinityAirelle
Official Employee
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2.6K Messages
2 days ago
user_9xnwde
Thanks for bringing this up — we totally get why that would feel concerning. We want to reassure you that our agents should never ask for sensitive banking details like your full routing or account numbers in chat. That’s not standard practice, even when checking on a mailed payment.
In situations like this, we can usually verify a check by using details like the payment amount, check number, and the date it was mailed or posted — never full bank account info. If you’re ever unsure about what’s being asked, it’s absolutely okay to pause and double-check. We’re here to help, and protecting your privacy is a top priority.
We’d love to take a closer look. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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