so lets get real, this whole send a pin, or two pins or analist review or even call fraud for sime / imei changes has gotten way out of hand. Management is destroying the customer experience. There was no forethought in the process. The people making this decision for these steps have never set foot in a COR store. Ya, ya ,ya - but we are trying to combat fraud. Well I got news for you lucy, it aint there. Check yourself before you wreck yourself - there is alot more in the call center as we watch it happen daily. And on the alliance 3rd party channel. So your little texting pin numbers back and forth, taking pics of drivers license - and just plain old denying people sim/imei changes - all as your doing is chasing customers away. But then again, that's the current goal. Get rid of customers to create failure. Because that's what we are doing, and we are doing a very good job of that. All due to policy & procedures.
3 replies (most recent on top)
Since when is sales anti-fraud? I thought that was their #1 tool for beating metrics.
Who want to bet our top google hits are from searches for "AT&T account number service transfer PIN?"
100-%. Try doing the ole SIM card change etc then calling the Fraud dept per message on the OPUS screen, then they wanna speak to the customer and AT&T rep id”s themselves as being with the Fraud dept. Your customer is an Attorney and then looks at you like what the HE!!. So your office is accusing me “customer” of fraud! Yeah waiting on that law suit to come through $$$