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verifying accounts...

tuxedo_rage

Jan 29, 2009, 5:36 PM
on my tmo system...

ppl call in and say they are the acct holder
the person says my name is blah blah
and the have the last four of the ssn.

thing is, its a little girl and when i check the customer profile, the account holder was born in 1952!!!

so i go along with it, and i check her device id profile...

the username is sw33tcherriKiss3s...

we need a better way to verify...
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Fear The Cubans

Jan 29, 2009, 8:31 PM
I work in a retail store, and we check every account with photo ID. We don't care if you know the password, if you aren't on the account, or you don't have ID, you're not getting anything from the account.

There are always customers that complain. I explain to them that this is the most secure way to control the account...they always storm off and say they are going to call Customer Care.

I also once had a lady seriously ask me why they don't verify via photo ID over the phone...
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lancekalzas

Jan 30, 2009, 7:27 AM
You think that's bad? I used to take WebTV customer care calls and the customers would say/ask us significantly more ignorant questions than that, such as:

1. Can you see me through the tv?
2. The red light on the WebTV unit...is that a mind control device?
3. (puts credit card on the screen after saying it in an unintelligble manner) Can you see that better?
4. How much does it cost to send/receive email?

And many more....
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tuxedo_rage

Jan 31, 2009, 2:10 PM
wow...

my thing is, im getting scored on my courtesy...

so how do i say, i see here the bday is 1957, u sound like ur 7...bye bye
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Fleance2k5

Feb 4, 2009, 7:30 PM
LOL. I feel you. Do you get to go to NYC this year? I always ask if its Rediculously noticable for their DL number.. (if listed) but seriously if someone is going to give their 7 yr old their ssn what are we to do ? heh.
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yazuma

Feb 5, 2009, 12:54 PM
We can't police the policy, only follow it. Best way to drive the change is to send in a voice ticket
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ronm999

Feb 5, 2009, 10:53 PM
I think some older people are intimidated by modern technology, so they give their information to someone younger who makes the call for them. It happened with my 75 year old neighbor when their cable TV went out. She didn't understand the phone menus so she gave me her infomration and had me make the call. Imagine the rep's suprise when someone named Gwen sounded like a male.
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tuxedo_rage

Feb 6, 2009, 6:27 PM
i have no problem with that.
and i also dont have an issue with the acct holder speaking to me telling me that soNso has permission to get on the acct.

but when its like a kid that just happens to knw the last four ssn...cmon usually wut i do is, bc i work in ddc, i check the dst tool, if i see a different name there i special intruct the acct that soNso is calling in as acct holder.
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