Hey Reddit
I really would like to know if this is as sketchy as it feels, and what my next best steps should be.
I posted this in r/comcast first.
TLDR; Xfinity live chat agent asked for my full SSN in a chat window, then instructed me to split it up across multiple messages to bypass their own security filter. Followed up with two unsolicited phone calls after I ended the chat. Security Assurance line apparently doesn't have the tools to take reports. I get transferred to customer solutions where the agent agreed it's a violation of protocol and my privacy. But of course, would I still like the phone?
I recently switched to Xfinity, as I moved and Verizon is unavailable in my area. I was offered a free mobile line for a year with my transfer and was looking to take advantage and trade in my old phone for the new Galaxy S26. I kept getting an error when trying to add my trade in so I joined the live chat.
I let the agent know, gave my account info and was told my SSN would be required for a soft credit check. I was a little taken aback as it was clear she was asking for it right in the chat, so I sent my last 4. (Normal practice would usually be sending a secure link like iGuard or something right?) She then stated she would need my full SSN. I was already a little concerned but I am requesting financing. I'm on the official Xfinity website, she has access to my account, sent the code to my phone already, I pretty much convinced myself to send my full SSN. Thank god for the security feature bc [screenshot] is what she sent after. She is literally instructing me to bypass their own security features, instead of using a proper channel for my private information.
I typed in a message, literally telling her oh, if your system is blocking that then it seems like a reasonable idea for me not to be giving you this information. I didn't even send that message, I just ended the chat.
Then, I get a phone call from an Xfinity customer service number, with a voicemail from her as well. That I'm 100% sure is definitely a violation of protocol, and it was very concerning. It freaked me out honestly. When I didn't answer I got another phone call as well! 2 unsolicited, inappropriate phone calls from a Live Agent after I was just coached on how to bypass security features around my personal information.
I'm fine with securely giving my information but this is literally a random stranger on a chat window. I think she called because she knew how wrong she was and wanted to at least try and salvage the mistake, or more likely, finish the sale.
After that, I call the Security Assurance line to file a complaint and hopefully destroy the log with my last 4 that she was able to read and any back end logs that might still have it. The agent said there's no way to report that??? So she transfers me to Customer Solutions, where — and this I can't even believe honestly — I'm calling to file a formal complaint, a formal security concern about an interaction I just had.