topic Re: safe messaging in Get Support

safe messaging

glen3 — Thu, 23 Mar 2023 18:57:48 GMT

Is it SAFE to give CS_Agent my PIN NUMBER regarding helping me with phone not able to make calls? He says he needs it along with my full name, phone number to identify me.

Re: safe messaging

hTideGnow — Thu, 23 Mar 2023 18:59:06 GMT

@glen3 if it is CS_agent:

YES, it is safe. This is normal validation step

Re: safe messaging

hTideGnow — Thu, 23 Mar 2023 18:59:55 GMT

HI @glen3 or if you are still worry, just say you don't have it (some people really forgotten), and ask them to ask another validation question instead

Re: safe messaging

dabr — Thu, 23 Mar 2023 19:00:11 GMT

@glen3 Yes, CSA's can and do ask for those types of verifying details and as long as you know it's CS_Agent, then it's safe give him your PIN etc.

Re: safe messaging

glen3 — Thu, 23 Mar 2023 19:06:53 GMT

Yes, thank you. If it is an agent, yes they ask for those verification details.

Re: safe messaging

computergeek541 — Thu, 23 Mar 2023 20:12:22 GMT

@hTideGnow wrote:
@glen3 if it is CS_agent:

YES, it is safe. This is normal validation step

I agree that CSA do sometmies ask for a PIN somewhat randomly, but I wouldn't call it a normal valdiation step. If a customer submits the ticket using the chatbot, there is less of a reason for a CSA to ask this in a private message. This is one of the very reason that customers must use the chatbot to open tickets, so that that this information doesn't get passed back an forth via the messaging system, possibly even sent to the wrong person on occassional (or people possibly pretending to work at Public Mobile).

Re: safe messaging

HALIMACS — Thu, 23 Mar 2023 20:13:19 GMT

@glen3

Not only is it safe, but if they do not ask validation questions, that's when I would become concerned that they are not taking the correct measures to validate who they're dealing with.

Such is the point of having personal information on file given the online support.

But it's good that you ask because there are some members who have created usernames that mimic or might be confused with a customer support agent.

So to make sure, refer to @hTideGnow original picture of the username which designates it is a public mobile staff member.

You should also go into your self-granted solution and tap the downward facing arrow and assign it to the user who best responded to your inquiry. It's frowned upon to give oneself a solution unless they genuinely found it themselves.