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vm4
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Reset security question. Horrible customer service.

How is a person supposed to reset a security question? I am trying to make an online virgin mobile account but none of my answers to the security question is accepted, and there are only so many possible mothers maidens names available.

I've tried calling the support line it tells you to at 789 only to get nothing but a robot offering a link to an FAQ which has nothing about my problem. I've also tried the text messaging service but there I get nowhere after the robot has gotten my information and it seems to drop the conversation by itself after a while even when I've replied so as to keep it open. Online chat just seemingly doesn't exist anymore. 

Which is why I've now decided to post here, hoping to actually get some help. 

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Chris_W1
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Message 2 of 8
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Re: Reset security question. Horrible customer service.

HI vm4, thanks for contacting us and welcome to the forums.

 

I am sorry to hear that you are having issues with the Mobile account and the security question, can you confirm if this is still the case?

 

If you are still having issues we will be able to look in to this for you

 

Chris

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vm4
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Message 3 of 8
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Re: Reset security question. Horrible customer service.

Yes, the problem persists. 

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Emily_G
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Message 4 of 8
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Re: Reset security question. Horrible customer service.

Thank you for confirming, are you the account holder on this account?

 

Thanks, Emily.

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vm4
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Message 5 of 8
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Re: Reset security question. Horrible customer service.

yes. 

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Martin_N
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Message 6 of 8
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Re: Reset security question. Horrible customer service.

Thank you for that information. 

 

I will private message you so we can look to help with this. 

 

^Martin

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Jodi_S
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Message 7 of 8
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Re: Reset security question. Horrible customer service.

Hi Anna,

 

Having an issue with your bill should not affect you registering for an online account unless your account has been suspended due to non payment. If this is the case this is why you would have been asked to call our team on 789.

 

If you are unable to remember the password we can ask alternative security questions and get this changed for the future for you.

 

Have you been suspended due to non payment? If you haven't then there is an issue our end which we will need to get fixed to get your online account up and running for you.

 

Kind regards Jodi

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Chris_W1
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Message 8 of 8
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Re: Reset security question. Horrible customer service.

I am sorry about the experience which you have had with us and we do hope that you come back in the future - Chris 

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