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user_KSW
1st Topic

1 Message

Monday, December 16th, 2024 2:07 AM

Live Chat Scam

I was just scammed by a “live chat agent.” After having some internet issues after moving to a new residence, I found myself in contact with a live chat assistant. This “live chat assistant” whose chat name was “Sal,” offered me a “Christmas Deal” which was too good to be true. He attempted to get me to click on a link he sent me where I was directed to put my SSN and DOB into. I obviously didn’t do so. Xfinity, how is this acceptable? As far as I’ve read I’m not the only person who has been a victim to your “live chat against” scammers. I thought I could trust Xfinity but after this experience, I am thinking twice. 

Question

 • 

Updated 

3 days ago

123

3

0

XfinityJohnG

Official Employee

 • 

1.6K Messages

4 months ago

Thank you for reaching out to us here @user_KSW. That is definitely not the experience we would like you to have, and I would be happy to look further into that for you from here. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" 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

2

0

user_ttdgfs

1 Message

This also happened to me yesterday, 3/19/2025.

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Reply

1 month ago

0

XfinityAdrienne

Official Employee

 • 

1.2K Messages

Hey there, user_ttdgfs! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with the chat support, I would be happy to look into it. Can you please send us a DM to get started? 

 

Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

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1 month ago

0

user_5ajb92

1 Message

26 days ago

This happened to me today as well @xfinity .. Dont beat around the bush by ignoring us about the scammers that  are asking for SSN and DOB on YOUR customer service live chat. Stop replying back by trying to help the customer out with their problem now, but Let us know how youre going to deal with this before I take this up with my Attorney.

1

0

XfinityBillie

Official Employee

 • 

3.3K Messages

 

user_5ajb92 I can definitely understand how concerning it is if you are being asked for sensitive information. I would love to review that interaction and get the feedback to the correct team to address it. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

Like

Reply

26 days ago

0

user_ln4gdt

Visitor

 • 

1 Message

3 days ago

This happened to me yesterday. i will be filing a lawsuit if this is not addressed. @Xfinity do something about this, I am extremley frustrated. 

1

0

XfinityChristy

Official Employee

 • 

2K Messages

 

user_ln4gdt I am so incredibly sorry to hear that you experienced this, and I completely understand your frustration and concern. This is absolutely unacceptable, and we take these reports extremely seriously. I want to assure you that we are here to help and investigate this situation. To start, I'd like to review your account to make sure everything is correct and to see if there are any unauthorized changes or activity. Could you please send me a direct message with your full name and service address? I will do my best to assist you and ensure your account is secure. We appreciate you bringing this to our attention, and we are committed to resolving this.

 

 

 

To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

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

Like

Reply

3 days ago

0

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