Community & Private Messages very difficult to navigate.....

[burrowingeye]

Received a condolence message from Amine_E (moderator) with a link and request for my phone number and an undertaking to address my issue 'SIM not provisioned for voice'.....did the link and replied with phone number - that was earlier yesterday and so far nothing else....went through Private Messages to send another update to Amine_E but the system said to correct 'highlighted errors' in my message before sending - nothing is highlighted ???

I have had to advise over 175 contacts that my phone number no longer works, changed to my wife's number & SIM (which was sucessfully transferred to PM the day before) for all communication and to try and think of all the uses of our 'dead' phone number for reference and communication (my wife had a stroke and we have left the'dead' number in numerous medical offices).....

When does a 'moderator' usually answer or even acknowledge that they have received all the necessary info to help.....could not even confirm that in "Private Messages" - no sent messages showing ???

VERY FRUSTRATING.......

[will13am]

@burrowingeye, sorry to hear of your wife's health issues.  This authentication system is part of the process for handling private message requests.  Personally I like the old system where we include in our private message the authentication information along with our issue.  This was deemed a privacy concern and many customers did not provide their authentication information in their private message.  Thus the current system was born.  

[Lieux]

Patience  @burrowingeyethe answer will come...the difference between other company that you don’t need to stay on the line!!!!

[Anonymous]

@burrowingeye- When you send a private message to the moderator team asking for assistance, you will be required to authenticate yourself using a link that is provided when they get to you in their queue.  After that, you would be contacted directly by a moderator.  The initial reply could take a few days, since they are currently backlogged.