Visitor
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1 Message
Do NOT use 2-factor sms codes to authenticate customers over the phone
WHHHYYYY would you do this? NO ONE should be telling a third-party (even and especially a customer service rep that called the customer) the 2-factor codes they receive.
That's not what those are for. The customer has no way of knowing that the caller is an actual agent. It could absolutely be a phishing attempt. This IS a phishing strategy.
This type of practice makes me lose trust in Xfinity's ability to make sound security choices.
XfinityCarolyn
Official Employee
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62 Messages
12 hours ago
@boltzpersonn , Thanks for reaching out to us in reference to your experience, and we definitely want to make it a better one. I would be more than happy to help you out today.
To send a "Direct Message" to Xfinity Support: Go to xfinityforums.com
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
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