Forum Discussion
Whose Protection Matters?
I called Telus to add my partner as an authorized user on my account. I went through a long security process to have my identity verified to do this. I was then asked by the agent about another user on the account. I immediately thought, "another user?". I had been the owner of this account for over 4 years. The account was transferred to me by an old roommate when she moved from our apartment, and my current partner moved in. I inquired if that was the name she was referring to, and the agent would not confirm. The agent refused to confirm or tell me who else had been authorized to be on the account (MY ACCOUNT). This is appalling. She finally told me that the name started with an F and was hard to pronounce, but she had already removed it, so I shouldn't worry. I am so infuriated. I should not worry? This person had access to information and services that I had to go through a long phone call wait time and an extensive security process to access. So I am left asking, "whose security Telus?", since it definitely does not feel like my rights and privacy are respected.
Has anyone else experienced such bizarre treatment? What is the secret here? I am beginning to doubt Telus more than I did prior. I think I'll start looking for other providers.
2 Replies
I can relate the same question was asked of me during the multiple security hoops where the account number and all previous month balances are was not enough, I began to wonder if I did have an account.
Anyway the question "Who else has authority on your account" is a trick question and the best of the security questions. Consider yourself lucky they continued to help you when you suggested a name that was never on the account, if it was they would have confirmed it. Think of the question asked at border crossings, they don't care what the answer is, but how you answer.
One more thing I forgot to mention, but I will since it sweetens the actual dehumanizing feel of the exchange. The agent promptly tried to sell me security cameras and move me away from the concern I had (something I wasn't even aware of before the call). I live in an apartment above the first floor and have absolutely no need for security cameras, a detail that is pretty self-evident after we confirmed my address. Anyways, supremely disappointed in this exchange. Do better Telus. Please! This is on the business and its policies, not the individual, and I cannot stress how ridiculous it felt.
