Andy is a Cox Cable customer, and an HBO subscriber. When the channel lineup shifted recently, he couldn’t find HBO in high definition. The information wasn’t online, and the channel wasn’t in a logical place. Figuring that someone at Cox must know the answer, he hopped on customer service chat to ask a helpful customer service representative. The rep had him check to see whether the standard definition HBO channels had magically switched to high definition in the five minutes since he had last checked, then demanded Andy’s account number, name, address, account PIN, and the last four digits of his Social Security number. To obtain information that used to be on the company’s public website.