On-line CHAT support is helpless

Anonymous · ‎10-03-2013

My wife has just topped-up her pay-go account, but credit was not applied to her phone. She tried the on-line CHAT. The operative kept refering to details of: 1. the previous balance 2. the date of the last top-up 3. the method of top-up. The operative told my wife that these were necessary for account-security.

THESE ARE NOT VALID ACCOUNT SECURITY DETAILS - NOT IN ANY ORGANISATION!!!

Account Security Details Definition:

1. These should be KNOWN FACTs about the account.

2. KNOWN only to the ACCOUNT Holder and O2.

- NOT 'Vague Variables'

I want to cry "GET a GRIP!"

MI5 · ‎10-03-2013

Whilst I (and many others) agree that web chat has it's limitations these seem to be perfectly valid questions to ascertain the ownership of the account. I can only assume the answer to the security question was not known so the operative resorted to other means of verification?

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎10-03-2013

You miss the point, the operative NEVER asked the registered SECURITY Question. Also there seemed to be some difficulty in comprehending the problem.

As far as those being valid questions, 35 years experience in Information Security says different.

Anonymous · ‎10-03-2013

You can try calling cs on 202 as you will get a better response there or you could try the complaints procedure

Anonymous · ‎10-03-2013

@Anonymous wrote:
You miss the point, the operative NEVER asked the registered SECURITY Question. Also there seemed to be some difficulty in comprehending the problem.

As far as those being valid questions, 35 years experience in Information Security says different.

Last time I phoned my bank about a payment I did not recognise they asked me the last payment, last credit.

Surely if you are putting credit on to the account then those are the questions you would expect to be asked, they will also be used as security to ascertain the account is yours.

So seems your Information Security career may need a refresher course.

MI5 · ‎10-03-2013

That's the trouble with doing something the same way for 35 years - You're missing all the new stuff

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎10-03-2013

A stickler for the old ways

Anonymous · ‎10-03-2013

@MI5 wrote:
That's the trouble with doing something the same way for 35 years - You're missing all the new stuff

No wonder there are so many divorces!!