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Asking for full password and security info when making a tariff query...is this normal for O2

jude63
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on ‎08-10-2023 13:50

on ‎08-10-2023 13:50

Is it normal for a customer service agent to request details of your password and give an answer to your security question in order to deal with a tariff query?

Just seemed a little strange / suspect to be requested to give out both sets of info, so I didn't and then the person wouldn't talk to me about anything and ended the call.

Rang them back on 202, got someone different and they only asked for an answer to my security question and resolved my issue immediately.

 

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MI5
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on ‎08-10-2023 13:57

on ‎08-10-2023 13:57

@jude63 

Usually just the answer to security question is needed but seems a few agents are asking for more than is needed just lately.

@Dave-O2 seems no consistency here between agents?

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.
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madasaf1sh
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on ‎08-10-2023 14:30

on ‎08-10-2023 14:30

More likely to be what the system throughs up to ask, and if your account can be identified via CLI presentation.. 

 

Most call centres are the same nowadays, and having built some call centres, we can ask a customer a random subset of questions and that could be password and security question. password and details pertaining to the account such as last transaction 

Don't think there is anything to worry about... 

 

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iPhone 16 Pro Max - o2 and Spusu
Xperia 1V - Spusu

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This is not customer services and we dont have access to your account
I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company
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MI5
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on ‎08-10-2023 14:36

on ‎08-10-2023 14:36

Why would CS need your account password?

Completely unnecessary as the security word is all that is asked for on the system.

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.
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Dave-O2
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on ‎09-10-2023 10:10

on ‎09-10-2023 10:10

Thanks for the tag @MI5 

 

@jude63 Can you please drop me a PM with some further details on what happened?

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