Clarification re: Required Information for existing Account access

[S_Weekes]

So, apparently I have a CS_Agent telling me that I need to provide the following information in order for them to look at my account...

Full name on account (completely understandable)

Phone number associated with account (completely understandable)

Address associated with account (understandable)

Phone plan (sure, np)

Last 4 digits of a registered Credit Card (no way)

PIN number (why)

Last top up payment and date (ok)

Last add on product and date (???)

E-mail address associated with account (understandable)

My question is, why is all of this information required to access or confirm my accounts existence, yet when I had trouble with my actual phone working, all that was required from me to gain access to my account was...

Full name associated on the account 

Email address associated with the account 

and 

Phone number associated with the account

That matter, which I still have the ticket number for still exists by the way. Also, I've never registered a Credit Card with PM, nor have I ever added on a product, yet I'm being told if I don't provide this information, I can't be helped.

Does anyone have a similar experience or can anyone explain why that much info is required?! I'm not creating a new account or subscription. I already have a plan with PM and have been with them for many years.

[S_Weekes]

Thank you for the clarification. 

I used the Private message and was asking the CS_Agent for clarification because I had never been asked for that information before when submitting a ticket.

When I explained that I never registered a CC with Public Mobile, nor have I ever added on a product, I was told that they couldn't assist me, even though the other information was correct.

When I was eventually asked for the PIN I was a bit reluctant to provide the PIN, because I was now dealing with a different agent who asked for, the Full name on the account, the phone number associated with the account, the last top up payment and date, as well as the email that the account was registered under, which I provided. They responded and then said, in order to further assist you, we need you to provide the full name on the account, the address associated with the account, the type of plan, the date of account creation, and PIN number.

This is when inquired about the need for the PIN number and prematurely said it's not to be shared (so I take ownership of that hasty decision). However, some of the information had already been provided and there was no inclination as to why the other information was necessary for me to find out what the issue was with trying to access my account in order to pay the bill.

In the end, my questions resulted in a response with them saying that I was not the account holder, which I initially indicated to the agents that I spoke to, and then told to have them submit a ticket and provide the information they're asking for, even though I explained that the account holder is a senior and unfamiliar with technology, hence their request for me to create an account and handle their online bills.

I respectfully understand the security measures they have in place, but I don't think that PM is suitable for my mother (who is the actual account holder), if the only way to speak with someone is online and having to answer more than 4 or 5 security questions with very little willingness to clarify why sharing a PIN might be required. I just find it disappointing when customers are willing to take the time to explain why this might be asked or necessary, and an agent isn't.

Thank you for your help.

[barnacle_baby]

Your full name, phone number, email and address and/or postal code identifies your account. Your 4 digit account PIN # is highly sensitive and the account holder verification identifier.

This allows access to your account. In lieu of the account PIN # you are required to correctly answer 3 questions (such as you listed) to verify you are the account holder. This is for the safety and security of your account. It makes it quite difficult for someone other than yourself to gain access to your account thru customer support.

It's a good thing!

[Sansan]

From my own personal experience contacting them in the past, yes I was asked for last 4 digits of my cc. I don't recall them asking for pin. They asked last payment amount and plan type.

Many call centres use randomly selected questions to secure your account. 

They could possibly also ask questions for answers to things that you never provided to them as in your cc# as a way to trick you. So you would say n/a in those situations. 

Sometimes though I honestly think it all depends on the person you get and whether they are comfortable with your response. 

Also, did you use the chatbot to submit your request? Or sent a private message? I've never used it myself,  but it's stated that you will avoid those questions if you go through the chatbot link. Which I understand is possibly still down.