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Tuesday, November 1st, 2022 2:54 AM

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Online Chat with Agent asked for SSN # and Credit Card

When trying to change my current plan through the Online Chat with an Agent, I was asked for both my SSN # / DOB and Credit Card Number (in a very specific format). Seems very odd that this would be requested. I have screenshots of the conversation, along with the Chat ID and would like to confirm that this was not a scam. I'm certain there was no need for this information, especially with being current customer; so it was a worrisome conversation.

Question

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Updated 

2 years ago

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CCJay

Official Employee

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618 Messages

2 years ago

We can help make sense of this. 

To send a direct message [private message]:

  •    Click "Sign In" if necessary
  •    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

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rwelch00

Visitor

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1 Message

2 years ago

I just had the same thing happen when I was changing the date of an appointment and it felt odd. They offered me a promo deal for Xfinity Mobile then asked for my SSN and DOB in order for them to check if I had an ongoing contract with TMobile. I didnt give them it but it certainly felt odd. Was there any confirmation for you that it was legitimate?

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CCDevinC

Contributor

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473 Messages

Hi there! We can take a look into this further for you!  

 

Could you please send our team a direct message with your full name and full address?

To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon at the top of the page (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 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

 

I no longer work for Comcast. 

2 years ago

0

user_138db3

Visitor

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1 Message

2 years ago

Making my first post so that I can send a direct message to verify that the request to send my SSN is legitimate. The chat agent won't send me any documentation to verify their request, and claims they aren't doing a credit check, this is to "get the promotion" 

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Again

Expert

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31.4K Messages

@user_138db3​ 

While you probably already sent a direct private message, you should have waited until an Official Employee asked you to do so.  Sending a DM without a request is violating the Guidelines and the Acceptable Use Policy.  You might want to read those so you'll know what to expect the next time.  😉

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

0

user_f0a6b3

Visitor

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2 Messages

2 years ago

Same thing just happened with me.  Foreign chat agent not even a US citizen.  Basically if I provide them with a DOB and SSN in combination with all the other data they have it would easily enable identity theft.  In fact they could just pull out a phone and take pictures of their screen to capture the data.  Or these foreign chat agents could easily collect this data up and sell it to a broker for say 50c a pop or less who then goes and sell the data on the dark web or something of that nature.  This really comes off as a very shady practice and I am really thinking about reporting this to the appropriate state/local officials as a serious risk to the citizenry.

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CCTimothyA

Problem Solver

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785 Messages

@user_f0a6b3 Thank you for reaching out and brining this to our attention. I can see how this would be concerning. 

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 "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer 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

 

I no longer work for Comcast.

2 years ago

0

user_44ddd3

Visitor

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1 Message

2 years ago

I also am having this happening to me, where they are asking for ssn, dob, and full card info for a cell phone deal. Is this legit or should I be concerned? 

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user_f0a6b3

Visitor

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2 Messages

@user_44ddd3​ they are likely doing a lookup on the mobile phone provider which requires those details.  Thing is I don't know what htey see on the toehr end.  I can't attest to it being blocked from view from the agent and inserted into some sort of application that captures the number.  I declined due to this.

2 years ago

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CCXavier

Official Employee

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695 Messages

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 "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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

I no longer work for Comcast.

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

2 years ago

0

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