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  Reply # 323898 27-Apr-2010 21:30
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How about a reverse password: The customer called asks the Vodafone rep caller a security question to verify that they are from Vodafone.

Reminds me of Amex reps calling from some dodgy sounding overseas bad quality line and ask “What’s your date of birth”.





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  Reply # 323913 27-Apr-2010 21:46
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It doesn't matter. A PIN is wrong being asked from both sides. Unless YOU call your service provider and provide the PIN, any way the PIN is asked for is unsafe.

The best way is always for a provider to call you saying "We need to talk. Please call the number in your statement or the back of the card". Then disconnect.

You can't eve ask for a number, because if it's a social engineering attack I could just call you and say "Hey, it's Vodafone here. Can you please call us back on 09 WWW XXXX to discuss something" and obviously that number could be anything but Vodafone.





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  Reply # 323930 27-Apr-2010 22:38
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Slightly OT, but can anyone (eg JohnR) explain why Vodafone ask me to confirm my identity AFTER already having given my PIN via the automated system?

If I've already validated who I am, why do they then ask me for my PIN again when I actually talk to somebody?

Nigel H. 

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  Reply # 323939 27-Apr-2010 22:56
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3g:
Slightly OT, but can anyone (eg JohnR) explain why Vodafone ask me to confirm my identity AFTER already having given my PIN via the automated system?

If I've already validated who I am, why do they then ask me for my PIN again when I actually talk to somebody?

Nigel H. 


I agree. This is bad and wrong and they have been doing it for years.

 




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  Reply # 323942 27-Apr-2010 23:22
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johnr: Vodafone NZ have taken on board the feedback and will NO longer be asking for the 4 digit account PIN this includes all resellers as well IE First mobile / digital mobile

We appreciate this is not a good look, there are many other ways of confirming identity that are more appropriate for our customers

Thanks John


I hope you mean for out-bound calling, because the PIN is essential for security at the store level and over the phone when the customer calls in.

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  Reply # 323957 28-Apr-2010 00:55
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I would ask their name, employee number and a case number if they ask for my PIN......and also speak to their team leader ..........
There should be no reason for them to call you and sprayed all the info about you.... IT is against privacy act......

I guess that their internal staff need a memo not to do this kind of dogdy thing....


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  Reply # 323984 28-Apr-2010 07:46
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daman88: I guess that their internal staff need a memo not to do this kind of dogdy thing....



You are late. Just read John's reply above, Vodafone has now abandoned the practice of asking for PIN on cold calls.





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Reply # 323998 28-Apr-2010 08:28
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GBristow:
johnr: Vodafone NZ have taken on board the feedback and will NO longer be asking for the 4 digit account PIN this includes all resellers as well IE First mobile / digital mobile

We appreciate this is not a good look, there are many other ways of confirming identity that are more appropriate for our customers

Thanks John


I hope you mean for out-bound calling, because the PIN is essential for security at the store level and over the phone when the customer calls in.


Have you read the first post in the thread

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  Reply # 324002 28-Apr-2010 08:31
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daman88: I would ask their name, employee number and a case number if they ask for my PIN......and also speak to their team leader ..........
There should be no reason for them to call you and sprayed all the info about you.... IT is against privacy act......

I guess that their internal staff need a memo not to do this kind of dogdy thing....



Might pay to read the thread first

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