1 Message

Thu, Nov 24, 2022 3:54 PM

Live Chat Agent Requesting Full SSN

Hi Xfinity team - I just wanted to check something: I've been trying to switch to Xfinity Mobile (which I suppose I'll try to do in-store), but couldn't because live chat agents kept asking for full SSN and DOB information, and requesting it 'to be typed spaced out, like 1 2 3 4, so that the system doesn't cover it'. Well, if the system automatically covers that type of info, it's clearly because you shouldn't be asking for it! Especially since at the start of live chat sessions, there's an automated message stating 'never type your SSN into live chat' or something to that effect. Seems very unprofessional, and borderline scammy - particularly after a customer is signed in and authenticated through other methods.

Is this standard practice? 

Official Employee


306 Messages

2 days ago

Hi there @user_50ad86

 I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

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