One time codes.

[KevBe900]

Everyone including O2 tell you never to repeat back a one time code as it could give a scammer access to your account. When you contact O2 they use the code as a verification and ask you to repeat it back.... confusing for people! Come on O2 think of another way to verify a customer that doesn't involve a practice which we know is used by scammers and can cause anxiety to costomers.

[MI5]

As you said previously @Dave-O2 

Thanks for confirming 👍

[pgn]

Thanks, Dave.

Still room for improvement, admittedly:

1. I call 202, my call is answered. I am asked to confirm my name, address and postcode and that I am the account holder.

2. "Next, we need to ask you to clear security"

3. What are the 3rd and 5th letter in your memorable answer? a b

4. You will receive 2 x SMS, please read me the the 2nd and 6th digits of the PIN in the second SMS. c d

No conflict there as I've adhered to the guidance "NEVER share this code, including with O2 staff."

I hasten to add, with O2 Social Media team, I have never been asked to comply with my Step 4 above.

Of course, the above presupposes the CS agent on the VMO2-side does not have the memorable answer to your Security Question plainly visible to them on their screen, but is being asked by the system on the VMO2 side to input the 3rd and 5th letters of it... but who knows?

Thanks, good discussion points. Bottom line is to be attentive to what is being asked and how it is asked.