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user_tdqd72
1st Topic
Originator

3 Messages

Monday, December 4th, 2023 7:51 PM

Closed

Chat Scam

I was just scammed by a live chat agent. They started by working on my issue then offered me a great discount on phone service. They first provided a link to a website that requested my date of birth and social security number. I provided the information because I was communicating through Xfinity chat. They next provided a link in the chat asking for my credit card information. I did not give them that information. The chat agent kept hard selling me on the discount and adding more discounts to sweeten the deal. Also, they never fixed my issue. I have now seen on this forum that this scam is happening all the time. I really hope that my identity does not get stolen, thanks to poor security of Xfinity and a group of crooked Xfinity chat agents. What is Xfinity going to do about this?

I downloaded the transcript of the chat and took several screenshots.

Question

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Updated 

7 months ago

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XfinityAmira

Official Employee

 • 

3.9K Messages

1 year ago

Hello @user_tdqd72! Thanks for reaching out on our Forums. We appreciate you being a customer with us, and I'm sorry to hear about your recent experience working with us via chat, regarding a discount on your phone service. I can assure you we take Account Security very serious, and it's always important to us that we successfully address your needs/issues. This is never the kind of service we strive for our customers to receive, and we certainly want to make things right. 

 

Just to verify, is this regarding Xfinity Mobile service or Xfinity Home Voice service? 

4

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user_tdqd72

3 Messages

This was a live chat that was helping me with troubleshooting my fax machine on Xfinity home voice service 

1 year ago

0

XfinityAmira

Official Employee

 • 

3.9K Messages

Thanks for confirming that information for me @user_tdqd72! My team is here to support you and would love to assist you with the fax machine issue as well as any other account needs. My team will also be sure to review your account so that we can do our best to pick up with the live chat agent left off. To best assist you, please send us a Direct Message. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_tdqd72

3 Messages

My concern is not with the functionality of my fax machine, but the fact that a chat agent scammed me and stole personally identifiable information which could lead to identity theft. Please let me know what Xfinity plans to do, in order to remedythis?

1 year ago

0

XfinityGabriel

Official Employee

 • 

2K Messages

Oh, my. @user_tdqd72 At Comcast, we take your security very seriously. We highly recommend that you contact our Customer Security Assurance team at 1-888-565-4329. Our awesome Customer Security Assurance (CSA) team makes sure you have a safe online experience! These security professionals handle issues like phishing, spam, infected computers (often called bots), online fraud and other security issues. Their hours of operation are 6:00 AM - 2:00 AM ET/Seven days a week.

https://internetsecurity.xfinity.com/help/report-abuse/

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_0b3a8o

1 Message

11 months ago

2/10/24

A chat agent (clearly offshore) just went through a painfully lengthy dishonest routine pretending to help me and in the end promised to fix my problem, lower the cost of my program, and upgrade download speeds. (He) then texted me a link to what appears to be an Xfinity-sanctioned page that asked for my approval for a contract that nearly doubles the cost I'm currently paying.  

The service issue I asked for help with is a sudden throttling of my internet service preventing the use of my Roku TV.

This was the most disingenuous interaction with a support person I have ever experienced.  

I will be contacting the MA Attorney General's office with the chat notes, screenshots, and test images along with my impression of this attempted con. I'm certain I'm not the only person who has been targeted.

Great job Xfinity management! 

3

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XfinityJeniece

Official Employee

 • 

2.6K Messages

Hey there, @user_0b3a8o thanks for reaching out through Xfinity Forums regarding the customer experience you had. This is definitely not the experience we want, and I would be happy to take a look at your account to submit feedback regarding the agent you spoke with. We do not throttle our speeds. However, if you are having issues with your Roku we can definitely troubleshoot. 

 

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

0

user_12b77d

1 Message

@user_0b3a8o​ hi, I had the same issue, what was your resolution?

10 months ago

0

user_ohl48m

17 Messages

@user_0b3a8o​ 

message me. Me and my attorney are filing a lawsuit against Xfinity. They did the same shady thing to me. 

@Xfinity Support 

7 months ago

0

user_m9n08i

3 Messages

11 months ago

I had the same thing happen to me. Tried opening a different chat to report the scam but it just opened the current chat I had in a different window. Seems like Xfinity should screen their chat support agents a bit more and have something in place to prevent this. 

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user_m9n08i

3 Messages

Maybe the xfinity assistant chat box should have a function where you can report suspicious activity from a chat agent. 

11 months ago

0

XfinityEva

Official Employee

 • 

1.4K Messages

Hello @user_m9n08i Thank you for being proactive on this concern. May I ask were you starting the chat from? Was this through the CSA page? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

0

user_m9n08i

3 Messages

@XfinityEva​ I clicked directly on the link provided in the email I got from Xfinity

11 months ago

0

XfinityThomasA

Official Employee

 • 

1.9K Messages

@user_m9n08i - Thank you for your feedback. Our team is here to help and would like to gather all information about this occurrence. Please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

0

user_lc0whp

1 Message

8 months ago

This literally just happened to me on Xfinity chat. I have new service and the App asked for a CM MAC number to activate the router and there isn't one on my modem. I decided to use the Chat option so I didn't have to call in. The dude asked me about phone service and sent me a link through the chat that I KNEW was a scam before I even clicked on I because of the amount of random numbers and symbols on the link address. I told him he will NEVER get my social security number from me. I ended the chat immediately. 

0

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user_3xm77s

1 Message

8 months ago

I was just scammed this afternoon. I have been with Xfinity since 2017 & was looking to change my plan to an affordable plan. I always use the chat app for all that I need. I did not & the rep Olivia, seemed so helpful. She sent me the links from the Comcast verification that I have always used, I put in my cc #, ss# & bday. Then she said that a rep will call me to continue the process which I thought it was odd but since I have used the chatting system I thought nothing of it.

When I received the call the Xfinity rep did not see anything that the previous rep did. My bank sent me a notification & that is when I knew. It happened to me. $14 is not a big deal but some of us to not have $14 to just give a away just the fact I was taken advantage of. I will never ever use the chatting system. NO MORE. 

The other concern is my personal info that was entered. I AM SO disappointed! 

1

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XfinityAmandaB

Official Employee

 • 

1.7K Messages

 

user_3xm77s Thank you so much for sharing your experience. This is not at all what we want a customer to encounter when trying to get assistance over any platform. The idea of the chat/assistant option is to help ease your experience of getting help and not make you not want to use that option for help. So thank you for letting us know. I would love to get some more information regarding this interaction

 If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 months ago

0

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