Thanks for this but it’s handled. There have been some great people at Telus who are handling this for me. I love the Telus people. I think it’s the systems that are ill advised in this situation. Big shout out to Dino who phoned me on a Sunday. He has been amazing.
When my bank freezes my credit card due to suspected fraud, they have other methods of verifying me so I don’t have to send private docs over an insecure network. Still don’t think the irony of your fraud dept endangering me even more is being acknowledged.
We live, sadly, in a world where fraud is all too common. There has to be a better way than forcing me to expose myself to even more fraud. We’re told all the time not to send such stuff over email.
If Telus insists on this, then you need to establish a secure portal like my accountant and lawyer have so I feel confident that I’m uploading the docs securely. You’re a technology company - surely that’s possible?
If front line staff aren’t capable of checking docs, then train them. Although I don’t see how your very capable staff would not be capable of simply examining and verifying ID. This would have been a simple solution without interrupting my service for several days through no fault of my own.
The other issue is that, if you’re going to block all of my numbers, you need to give me a way of solving it. The fact that your fraud dept isn’t open on weekends is nuts because I was left high and dry without service, was given no explanation (still don’t have one but am expecting a call soon), and a customer service person told me I could go in person to show ID. Hackers don’t take the weekend off so having to wait several days put all of my credit into question and I’ve spent this time paranoid about everything. It’s my account and affects me. I expect an explanation (which again, I’m hoping to get).
It’s only your people who have kept me a customer right now because they are exceptional. I was ready to walk.
Thank you for your response. I hope this is the end of my issues.
Sent from my iPhone
