verifying accounts...
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...
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...
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....
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
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.