Visitor
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2 Messages
xfinity assistant chat agent asks for ssn
I was in the process of purchasing a new phone and used the xfinity chat agent to assist me. the agent asked from the last 4 digits of my credit card which i provided. then i was asked for my complete SSN (!!) number on the chat link. I did not provide that information and the agent refused to proceed with assisting me unless i provided that number. I was told that the SSN number would be masked from the agents. there is NOTHING documented anywhere that I can find that verifies this. I need to have an official XFINITY response to this as I feel this is a risk for me to put out my SSN even if I am signed into my account, I have no idea who is seeing this information. I'd also like to know why aren't other security specific information options provided so I can proceed with a purchase ?
thank you.
DaveO3
Problem Solver
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773 Messages
2 years ago
XM has eligibility requirements for purchasing phones on their 24 month payment plan. You might be exceeding your current CREDIT eligibility of $1,000 or whatever it currently is. If you consent to a credit check which requires you SSN they may increase your credit limit. Apparently if you try to purchase online yourself it will show what your current credit limit and how many lines you can have. See link:
https://www.xfinity.com/mobile/support/article/eligibility-faq
Good Luck
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user_ccbc1d
Visitor
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1 Message
2 years ago
I had the same problem tonight. Trying to move my sim to a newer iphone 13 from a 10XR.
First completly incompetant chat person (after 20 minutes explaining the problem that I have no cellular data on the new phone after moving the Mobile 1 sim from old to new cell. She took the ICCID no. (sim card #), then my IMEI then asked me for more security to type in my social sec. # and my birth date on the new phone keypad!!! This didn't work on her end so I had to give the info to her verbally.
After that she put me on HOLD and the call dropped. This after talking for 45 min. to arrive to this point!!!
THEN SHE NEVER CALLED BACK to finish the task. I asked at least 4 timesand she REFUSED to transfer me to a Level 2 tech. What to do.??CAN NEVER GET TO A SUPERVISOR FOR BETTER PROBLEM SOLVING.
So I continue to be nowhere with this horrible company. AND WHAT WILL HAPPEN WITH THE SENSITIVE INFO I STUPIDLY GAVE HER???
Dave03: I wasn't making a purchase.Only seeking support
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user_bd89a9
Visitor
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2 Messages
2 years ago
thanks for all the comments, my actual question is one of how Xfinity secures the SSN data in the chat session. If I enter in an SSN number (ex. 123-45-6789) , the chat agent told me that the number will result in a ***-**-**** mask of the SSN number and they never see it. I'd like someone from Xfinity to confirm this.
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