for COR or Customer Service reps
I work for a dealer in PA and we have been told that under no circumstances are we to access a customers account without a driver license and only if the person is the account holder or authorized user. I'm hearing conflicting things about this and wanted some clarification on the subject. Some of our COR stores are following it and some of the CS reps are following it. It's fustrating for the customer so I thought I'd bring it up. I agree with it because it keeps people from abusing other peoples accounts. I just want to be on the same page as everyone else. Thanks.
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bwag717 said:
I work for a dealer in PA and we have been told that under no circumstances are we to access a customers account without a driver license and only if the person is the account holder or authorized user. I'm hearing conflicting things about this and wanted some clarification on the subject. Some of our COR stores are following it and some of the CS reps are following it. It's fustrating for the customer so I thought I'd bring it up. I agree with it because it keeps people from abusing other peoples accounts. I just want to be on the same page as everyone else. Thanks.
just verify name and last four of social.. sometimes i make them give the address if i sense something shadey 😛
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No we have to have a DL. We had to go through some training and we cannot even pay a bill if the customer is not present. We have a sign at the register that says you must have an ID to verify identification to access the account. Our RAE said it was for ALL stores not just us. We aren't even allowed to upgrade a phone if the account holder isn't present.
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bwag717 said:
No we have to have a DL. We had to go through some training and we cannot even pay a bill if the customer is not present. We have a sign at the register that says you must have an ID to verify identification to access the account. Our RAE said it was for ALL stores not just us. We aren't even allowed to upgrade a phone if the account holder isn't present.
you are correct. i'm in cor in the south and we have to have a dl.
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I've had people go to other COR in the area and they tell them you don't need any ID. I just don't like looking like a schmuck.
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True, very true. It does get annoying when it seems only half of ATT even knows this policy exists.
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I guess. It's not fair to the customer to hear different things everytime they enter a store or talk to another rep.
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i've given up preaching. i just do my job and let everyone else screw up...
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It's not just AT&T, it's all wireless companies. The FCC passed some type of legislation late summer/early fall that phased the new rule in over a couple months..
That said, I've seen reps ask for it, and others don't bother.
We do have signs at every register though. Most people are ok with it, and even appreciate it.
That said, I've seen reps ask for it, and others don't bother.
We do have signs at every register though. Most people are ok with it, and even appreciate it.
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We get yelled at quite a bit because not all reps are requiring it. We need to act together and make sure that all customers know it is being done for their privacy.
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It is a new FCC regulation that requires all cell phone carriers to validate account holder's or authorized user's ID. No ID, or if your name's not on the account, you don't get any kind of information whatsoever regarding the account. The only ones I've run into that get upset are the users who have been getting access previously with just name and last 4 SSN. But if you tell them anything, you are breaking the law, and anything they do to the account can be considered fraudulent activity. We have the big signs up on our desks too, but we still have to explain the law to our customers regularly.
One thing you should do if your customers tell you other stores let them have access to the account is find out which store, get an employee...
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One thing you should do if your customers tell you other stores let them have access to the account is find out which store, get an employee...
(continues)
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Well, now with this combined with all the other BS that At&t is coming out with, I have an answer to the question that every customer asks me...How much has changed since At&t took over? Well sir, At&t has moved away from taking care of the customer as the priority and now has put top priority into covering their a$$.
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What I'm hearing from a lot of people is that it's not just ATT. All the carriers are supposed to be supporting this FCC ruling but many individuals are not. We are abiding by the rules at our location but we suspect other locations are not. Trust me, I don't want Joe Schmoe coming in off the street to get info about me. I've already had a COR agent upgrade my wife's phone without our consent.
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