Security of my Xfinity account information

@XfinityChristina 

Thanks for the reply. I don't use the Xfinity app. Do not have it installed. I pay my bills by one time payments from a financial institution. I have been paying that way for years. I always get a thank-you email, but never an sms message. I had turned on 2FA right after the first mystery text showed up. Does the 2FA also come in to play if someone where to call or chat with customer service?

When we pull up any account there is authentication requirements. For instance if you were to direct message us here, since you're already logged into a profile it is different than if you called in or wrote us on another social media platform. For example if you wrote us on Facebook, then we'd send either a text or an email based on what's on file already. So to access your account we do have to verify certain information like you would with the 2FA. Does that make sense? I can have you direct message us on here, and I can check on my end and see if there's anything that comes up as a red flag or stating you should change your password type thing. 

Since you are on the forums, it's possible that is what the text was related to. Without your account in front of me, it's hard to say exactly, but if you interacted with us on here that could be why. 

Is there any way you could post the exact verbage of the message? For example it might say something like" Thinking about your X interaction, how likely are you to recommend Xfinity to friends & family?" It also could say something like "Hi, Xfinity here! Please your feedback on your most recent expereince with Xfinity" these are common messages you may get via text. There are different ones, but if you can provide me the verbage example I can look further into that. I know when I get those texts it's usually from the same automated number and it's when I did something online most of the time. 

@XfinityChristina 

Thanks again for the quick reply. Here is the contents of the recent text that got this all started. This is maybe the third time this has happen in the last few months. Note it specifically mentions my interaction with the automated phone system. The only time I had used the interactive phone system was a few months ago when I had called to inquire about the first sms asking about my customer service experience.

Hi, Xfinity here! Please provide feedback on your most recent experience with Xfinity. Msg&DataRatesApply. STOP to end msgs.

Message by ‪934489‬: Thinking about your automated phone interaction, how likely are you to recommend Xfinity to friends & family? Reply from 0 Not at all Likely to 10 Extremely Likely., Wednesday, August 4 2021, 12:17 PM
Thinking about your automated phone interaction, how likely are you to recommend Xfinity to friends & family? Reply from 0 Not at all Likely to 10 Extremely Likely.

Thank you for those messages, that definitely helps. The first one is the same one I got recently when just doing some work online on my account via https://comca.st/3Ag7lRs. So that could have been just logging into the website or interacting with our service at all while being logged in. 

On the other hand with the other messages it seems like that would be related to working with the IVR. Now typically the IVR will recognize the number you are calling from and will have you confirm your account. Without looking at your account, I cannot say specifics, but things I would check for online are old phone numbers that you may not be using and someone else may have now. The other thing is if you have old addresses connected, that could be at hand as well. My concern here is that it's happened multiple times to you, and if you are for sure that you haven't reached out, then I would say we should look into your account specifically or call our CSA team (Customer security assurance) to check on the broader sense of the account, they can also remove old information that may be connected to your current account. In case you want to check with them, here is their website https://comca.st/3joO1e1. I'd still be happy to look, but if you'd prefer you can reach out to them as well. 

I know these aren't direct answers, but these are things that can be at play. Without looking into your account specifically these are general things that may happen. 

@XfinityChristina

Maybe I did cause the messages. At the beginning of most months I log into the website to check my bandwidth usage. It sounds like the 2FA would keep my account secure.  I will make a point of not logging into the web site for a few months. If I get any more of the above mentioned sms messages I will update this thread. Thank you so much for your time.