Questioning Your Security Methods

| Working | January 30, 2015

(A few years ago I called into a customer service center to alter service on my account.)

Representative: “How may I help you?”

Me: “I’d like to remove [service] from my account as I’m not using it anymore.”

Representative: “Sure thing. Can I get your account number?”

Me: “[Account number].”

Representative: “And your name?”

Me: “[My Name].”

Representative: “Great. Now to verify your identity, can you please tell me your security question?”

Me: “…excuse me?”

Representative: “Can you please provide me with your security question?”

Me: “I don’t know my security question. You’re supposed to provide me the question so I can answer it.”

Representative: “I’m sorry, sir, but we need you to provide your security question in order to verify your identity before I can continue.”

Me: “But that makes no sense. Nobody makes a customer memorize the question, only the answer. There are countless possible questions each company can ask, and I can’t be expected to memorize both the question AND the answer.”

Representative: “Sir, if you can’t provide me the security question to verify your identity, I’ll have to terminate this call.”

Me: “I’ll save you the trouble.”

(I called back a few minutes later and got a different rep who understood how security questions work.)

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