Visitor
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1 Message
Extremely Worried Facebook Messenger
Urgent help!
So I spent all day trying various methods to communicate with Xfinity. Finally I found the Xfinity (verified) facebook page which is actually linked from the real xfinity website. I spoke to an agent there. Here is where I am concerned that I brutally messed up. The agent did not ask for any information besides my name, address of service, and a brief description of my concern. Then, they asked me to repeat a code to them that was sent to my SMS. The code was not a two factor verification code, it was literally just a code. It didn’t say “don’t send this to anyone” or the usual stuff at all. The code came directly from Xfinity Assistant loaded into Iphones, where I have been receiving billing information straight from xfinity since the beginning of June. The chat with this “agent” was pertaining to me moving addresses. They didn’t ask me about the addresses but I told them because I thought I was talking to a genuine xfinity agent. After talking about this with other people, they don’t think it was scammy, but I am still deeply concerned. The agent said they would do the service I had asked for, and I requested that I be sent an email confirmation. They said you will receive an email confirmation and I said thanks. But then, they asked me to follow up in the same chat room a few days from now. I said I would rather them just cancel what I asked for and I would take it on my own from there, and they said I could do it on my own if I want but that they would be in the chat room then if I needed help. So basically, the only information they would have is whatever they could have accessed with that code, my first and last name, and my addresses. The addresses are what really scare me. I feel like a complete idiot but being that the real Xfinity page and a verified business Facebook page was provided from the Xfinity website I genuinely just wasn’t concerned at the time. They never asked me to say any bank information or personal information. I changed my password and email for now. Please help! Was this a legitimate interaction? Or am I completely [Edited: "Inappropriate Language"]. I never received a confirmation email which is the second red flag.


XfinityJanelle
Official Employee
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2.3K Messages
5 hours ago
Hey @user_aan7zv , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the transfer of service. I would be more than happy to offer my assistance looking into this further for you. It does sound like you were working with the Xfinity assistant. I am happy to look over the account and check the status of your move.
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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