Visitor
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5 Messages
Live Chat Scam
I was using the live chat through the xfinity app to add an Apple Watch to my account. I have used this chat option only once before and all seemed to go well. Today, they sent me a texted code, link, and email. All links sent to xfinity website so it seemed secure. However later in the chat he began to ask my full name and address for verification and sent me another link but this time through the app instead of text or email. He said this was for even more verification. This link was not secure and sent to a site that was unrelated to xfinity. When I asked the live agent, Mumtaz, he told me to enter the information. It asked for my date of birth and SSN. I told him no multiple times to which then he said to just enter any family member information. I called him out on scam and told him I would report, which resulted him in leaving the chat abruptly. Xfinity, this is unacceptable!! For a big company like this to allow scammers right into the app to scam loyal customers.


XfinityRaf
Official Employee
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1.5K Messages
13 hours ago
Good evening @MadiJ_xoxo. I can understand your hesitation to provide that sensitive information, but it is a process that we all do when it comes to our mobile services. We use a 3rd party system to capture the birthdate and SSN of customers who are looking to purchase mobile lines/devices. That information is then used to perform a soft credit check. Hopefully that information helps to clear things up for you. If you would like, I can assist you with adding an Apple Watch to your account. If you are interested, send our team a private message with your full name and address.
To send a "Direct Message" ("Private") message:
• Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new conversation"
• 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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