Last night I called the customer service number on my bill to dispute a late charge that I was told would be removed but never was.
When I called the man I spoke to asked for my account number which I provided. To verify my identity he had to ask some more questions but should have the correct info in front of him to compare what I provided, right?
He asked for my phone number and after a few seconds repeated it back incorrectly and I corrected him. Then he asked for my FULL Social Security number. I told him that I would not give him my FULL Social Security number but I would provide the last four. He skipped the question then asked for my first and last name. Then he asked if I spelled my first name “Rosemary”. I said no and corrected him and then he asked for the spelling of my last name. All this should be on his screen upon looking up my account number!! He then asked for the last four of my SSN, which I provided. At this time I have verified enough information to prove that I am the owner of the account. But he went on to ask me for my address. At this time I'm very concerned that this representative is stealing my information. So I tell him I'm threw providing information I'm worried he is trying to steal my identity and that I want to talk to his manager. Immediately he says "How can I help you?" and starts to provide customer service.
This was a very bizarre experience and I don't believe ANY credit card agency asks THAT many questions to verify the customer’s identity, or EVER ask for a FULL Social Security number. The representative should have had all my information in front of him and should not have gotten my phone number and the spelling of my first name incorrect, or require me to spell my last name.
Is a credit card rep allowed to ask for the FULL SSN? Does this seem odd to anyone else? Should I be concerned?