Info needed to confirm identity when contacting CS_Agents

[Kathy-ID]

Hello Everyone,

I'm trying to regain access to my PM account. I've lost the login credentials and can't recall them. My attempts at recovering the login info through the "forgot-password" function have failed. I'll need to contact a CS_Agent.

I've been a PM client for some years, but haven't needed to log into my account in a long time. I've just signed up for an EverSafe account to be able to make this post.

I've never dealt with a CS_Agent before, and am wondering what info I'll need to give to an Agent to confirm my identity.

If possible, please list ALL the possible pieces of info an Agent may ask me to provide. Keep in mind I can't remember my account PIN either.

Thank you in advance for your help.

[Kathy-ID]

@RavingRaven 

Thank you for this comprehensive answer, RavingRaven! Having never dealt with Agents before, I can use all the help & advice I can get...

[will13am]

@Kathy-ID , to speed up the ticketing process, you can offer up the ID confirmation before being asked.  This saves one back and forth.

[Kathy-ID]

@HALIMACS

Thanks, HALIMACS, for that definitive reply! I now feel much better prepared to.deal with a CS_Agent.

[RavingRaven · Accepted solution]

@Kathy-ID 

The basic information to verify your account is the following:

• Full name and address
• Phone #
• E-mail
• 4 digit account PIN #

Many customers have forgotten their account PIN # and until last year when the eversafe ID was introduced the account PIN # could only be changed by customer support agents (now customers can change it on their profile page).

When the account PIN # is forgotten agents require a customer to supply a minimum of 3 correct answers to account related questions. However you are also missing another important identifier...your email. You will be required to supply as much account information as possible. Some of these identifiers you likely cannot supply but here are the highly valued identifiers:

• Last 4 digits of the payment card registered for autopay and/or used for the last payment on the account.
• Last payment date, amount, type (card type or voucher/instant top up)
• Account #
• Alternate phone # if any?
• Last add on purchased, date, amount.
• Activation date (and type if applicable-online or in-store)
• Sim card  #  (last 4 digits)
• IMEI# of the last/current device used on the account.

Secondary identifiers when accumulated have increased value (the more the better):

• Last number(s) texted or called or recieved.
• Add ons or promotions on the account.
• Plan amount and features.
• Rewards on the account (now points so has less value as they are more generic)

The agent may also send you via text a unique code to confirm your identity. The more info you can supply will help the agent determine if you are the account holder. Good Luck!

[HALIMACS]

Specifically @Kathy-ID , here’s how they responded to me awhile back:

”I will definitely help you with your request, but first may I know your phone number and the 4 digits PIN number to secure the account? If you don't remember the 4 digits PIN number, may I know please at least 3 pieces of information from the following:

The e-mail address registered on the account
The account number
The last 4 digits of the registered credit card number
The last payment made (amount and date)
The last add-on purchased if any.”

[Kathy-ID]

Thanks, Golfball!

[golfball]

The amount of questions they ask will depend on the exact problem they're trying to fix. The most I've ever been asked for is phone number, last 4 card digits, email address, and the cost of my plan.