3 Messages
Agents not verifying callers with 2FA
I have had my password and account compromised over 5 times this year. In every case it is because someone has called into comcast support to impersonate me and the agents are not using the 2FA setup on my account to verify that the caller is legitimate.
Additionally, my account was supposed to be flag so only 2nd line agents could make any changes.
So, what is going on with agent training that they are not going through the 2FA to verify the caller?
XfinityShawn
Official Employee
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1K Messages
20 days ago
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user_uurpqt
3 Messages
19 days ago
It happened today (Nov 2nd) from someone in India.
Multiple times on the the 19th of Oct from someone in Jarkarta.
The 16th of Sept.
The 12th and the 18th of August.
Prior someone was calling in from the Boston area and cancelling services.
In only one instance (when talking with a 2nd level tech) did any of the agents I talked with try to verify by sending a text to the phone # I have on file.
Instead they sent the text to the phone number the impersonator gave them, if they bothered at all.
What is more infuriating is that once the first agent didn't do what they were supposed to, all of the information that your agents use to verify a caller is in the account.
So, if someone compromises the account they have access to all of the items the agents use for verification (last digits of social, credit card, etc.).
A very poor security system especially in light of the fact that almost everyone in US has had their Social Security # compromised due to a massive data breach a couple of months ago.
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