on 21-05-2023 20:57
I have been on the message boards complaining about poor BB speed. I received a message from ? a moderator asking for my billing details ( bank details ), which I refused to give him. Is this usual procedure to confirm an identity?
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on 21-05-2023 22:01
Hi @Johan
Yes, it's the same type of question that would be asked if you called up and spoke to an agent over the phone, or if you used the sms/whatsapp service.
on 21-05-2023 22:01
Hi @Johan
Yes, it's the same type of question that would be asked if you called up and spoke to an agent over the phone, or if you used the sms/whatsapp service.
on 21-05-2023 22:42
OK but why do they need that info?
on 21-05-2023 22:46
It's part of the verification process, generally 3 characters from your memorable, and possibly account email address, bank details, amount of last bill. It's to ensure they are talking to the account holder.
on 21-05-2023 22:48
@Johan It is one of the options the staff have to confirm your identity especially if you are not able to answer the telephone secuity passphrase request. This passphrase is also used by the online support staff to verify identity.
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on 23-05-2023 08:14
Hi Johan, thanks for getting back to us.
Your fantastic fellow community members have advised you correctly. I can see that you're now liaising with my colleague Ilyas. I will therefore leave you in his very capable hands.
Regards
Lee_R