@Kren0m
I agree, this is nonsense. If you successfully submitted a ticket through the SIMon chatbot, which already requires you to verify your identity in the first place, there's no reason for the CS Agent to ask you to verify your identity yet again once they finally get to your ticket.
The CS Agent is simply wasting your time and using "security" as an excuse to needlessly prolong the time it takes to get some actual customer support.
There is absolutely no need to use a url shortener when a customer is interacting with a CS Agent. Public Mobile has all the data and analytics it needs from its own backend servers, it doesn't need to use a third party service to discover something that the management team isn't paying attention to anyway.
Using a url shortener as part of their "security" measure is as boneheaded as offering PM users the ability to upgrade their plans by texting back YES to the message OR requiring PM users to receive and respond to a text message with YES2 in order to accept the More is Merrier Holiday giveaway add-ons.
How many users ended up on the Community Forum asking a) if the text message is a scam or if it's legitimate, b) concerned that they didn't receive the text message and won't get the free add-ons, or c) accidentally responded to the text and agreed to upgrade their plan only to change their mind afterwards and not knowing how to revoke their acceptance.
For the record, I don't have an issue with an online only support model. However, I do have serious concerns with PM's implementation of its online only support system.
The current system is unprofessional, butt backwards, and requires so much extra time and effort on the part of PM users when something does go wrong, and when it's not a simple or straightforward problem to resolve. The support system from even four years ago is better than whatever PM pretends is customer support these days.
