Honestly, the way we can verifty our identities via account number, or by giving postal code, name, date of birth, usage history, top up amount, and whatever is not secure. I think we all understand that and I know that you're trying to improve on that. If someone wants to mess with someone else account just out of spite or whatnot, I believe that even many coworkers would have enough of the answers to pass the current security screening. And I would say that if anyone who we've ever considered at one time to be a friend would have enough of that info.
However, with more privacy and security comes inconvenience to the customer. Someone who gets locked out of the account or needs help but needs to prove his/her identity will have a harder time getting anything done. It's a tradeoff either way, and I hope that Public Mobile can find the right balance.
Am I to understand that the identifty verification link will be e-mail to the customer at the e-mail address registered with self-serve (meaning an increased necessity for users to make sure that the self- serve and community addresses are the same)? That's the only way any improvement on security will be made. If the verification link is just sent back to the customer via community private message, I don't see a point to this. How does that make things more secure - it doesn't.
If the purpose of this is to make sure that customer know ahead of time that account verification needs to be done before any account changes are made, why not just re-institute the old "contact us" type form and automatically requires user to enter that information?
Why the back and forth?
If this verification link will be automated, I'll view it only as a minor annoyance. If it's not automated, this process will just add delay.
