When you call the customer service of your credit card, how does the representative reasonably identify you? The policy from one credit card company to the next may vary, as do the various representatives that you get to speak with from time to time, not to forget the requirements of automated services. Amazingly often do I run into the stumbling overreach of the inexperienced, which is why I only call customer service during the business week during standard business hours when all time zones overlap.
The easiest experience may be when you call from the phone number that the company has on file and the automated technique of caller id establishes your identity. The two step verification security feature sending you a text also isn’t overly inconvenient, and it’s certainly acceptable briefly being asked about your mortgage and similar when you pull your official annual credit reports.
But when the customer service representative ignores the information that you provided during the phone menu introduction and goes in circles until your head spins, is that necessary to reasonably identify you? And if the credit card company uses and stores voice recognition, is that legal? No wonder I don’t call often. Somehow chat seems almost too easy; you just log into your online account and start typing. That is if you have online access to your card; you may not, if you are say an authorized user.
