Support Chat asking for SSN and DOB

I'm an existing Xfinity Mobile customer. I recently got a new phone and there have been problems with it (when I make a call, the people I am calling can not understand me). A trip to the Xfinity Store did not resolve the problems. I did a support chat and after explaining the issue, they said they would check if they could replace the phone since it appears to be a lemon. However, they needed my full SSN and DOB to do this. As noted, I am already an existing customer, I started the chat while logged in on the xfinity mobile site. Why would they need my full SSN and DOB? That seems very sketchy.

Responses

XfinityRyanE

Official Employee

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1.1K Messages

2 years ago

Hello @user_0cff75,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 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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user_0cff75

Visitor

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4 Messages

Extremely disappointed with Xfinity Mobile support. I have a new Galaxy S23 that has never worked properly since I first got it. When I make calls, the person on the other end either can't understand me since the sound keeps breaking up or they can hear me but my voice sounds very mechanical and there is a lot of distortion. A number of calls to Xfinity Mobile support has not resolved the issue and a trip to an Xfinity Store resulted in a fix (replace the sim card) that did not help. Another call to support today lasting over an hour resulted in the only options being to mail my phone to Samsung (meaning I would be without a phone for some time) or bring in to a repair place where who knows if they will fix. Xfinity sold me a phone that never worked properly and they have been making me go through hoops to try to fix it (with no success) instead of just replacing the phone with a new one as they should.

2 years ago

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XfinityRyanE

Official Employee

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1.1K Messages

Hello @user_0cff75, thanks for reaching back out to us with an update. It's always sad to hear when a customer has a negative experience, and this is definitely not the impression we wish to leave. As previously mentioned, our department is extremely limited with Xfinity Mobile account, but you are welcome to send us a PM, and we will be glad to help however we can. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Please let me know if you have any questions or run into any problems.

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

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

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user_0cff75

Support Chat asking for SSN and DOB

XfinityRyanE

user_0cff75

XfinityRyanE

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