ES
Eduard S
1 reviews | Active since Mar 2009
07 Nov 2018, 09:22
When I phone YOU I have to submit to a range of security questions but when YOU phone me I may not ask security questions to prove who you say you are
Suspect behaviour from an alleged Cell C employer (Tebogo from billing) phoned me earlier, He requested my ID number which I gave as a security question to prove that he phoned the correct person but he was unable to answer any of MY security questions posed to him expecting to give my private information to someone phoning me without ANY guarantee that they are phoning from the said company. He said I should call customer care to get feedback on the repayment of the money owed by Cell C to me, I phoned them and they now do not have a record for the repayment actions. When someone phone you stating they phone from Cell C should I give all my details and not expect that it is not a phishing agent by expecting them to have crucial details as proof that they are in fact who they say they are. Can you please explain how one can verify one is being called from a Cell C employer and not a phishing ********?
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Replies (5)0
Replies (5)
Cell C's replyOfficial
07 Nov 2018, 11:08Good morning Eduard
Our consultants have to follow specific business rules when handling customer queries or requests. A security check is mandatory and if the customers' answers do not match the information on the system then the consultant can not assist.
Regards
Cell C | PN
Cell C | PN
Cell C's reply07 Nov 2018, 11:08
Official
Good morning Eduard
Our consultants have to follow specific business rules when handling customer queries or requests. A security check is mandatory and if the customers' answers do not match the information on the system then the consultant can not assist.
Regards
Cell C | PN
Cell C | PN
ES
Eduard S's updateReviewer Update
07 Nov 2018, 11:35Please send me a copy of the specific business rules mentioned in your answer. A security check is mandatory for any business phoning me as per norm to verify the user phoning me does, in fact, have insights to the information that I gave to that business. Now I gave my ID number to a guy pretending to phone from CellC, but was unable to read back the address that you were given to your company what should I do trust that he works for CellC? All correspondence should be sent via email from your company if the "staff" phoning me cannot submit to a security question after confirmation of certain details from me - Sorry but that is how "the system works" in this era the user gave me instructions to phone support to get feedback but when I phoned no feedback was captured on your system leading me to believe that I gave my ID number to someone pretending to phone from Cell C
ES
Eduard S's update07 Nov 2018, 11:35
Reviewer Update
Please send me a copy of the specific business rules mentioned in your answer. A security check is mandatory for any business phoning me as per norm to verify the user phoning me does, in fact, have insights to the information that I gave to that business. Now I gave my ID number to a guy pretending to phone from CellC, but was unable to read back the address that you were given to your company what should I do trust that he works for CellC? All correspondence should be sent via email from your company if the "staff" phoning me cannot submit to a security question after confirmation of certain details from me - Sorry but that is how "the system works" in this era the user gave me instructions to phone support to get feedback but when I phoned no feedback was captured on your system leading me to believe that I gave my ID number to someone pretending to phone from Cell C
ES
Eduard S's updateReviewer Update
07 Nov 2018, 11:39Please read my original request carefully as it relates to if your consultants phone me and not me phoning you. When any unknown party phones the other the unknown party are required to show proof that they are who they say they are BOTH WAYS.
ES
Eduard S's update07 Nov 2018, 11:39
Reviewer Update
Please read my original request carefully as it relates to if your consultants phone me and not me phoning you. When any unknown party phones the other the unknown party are required to show proof that they are who they say they are BOTH WAYS.
Cell C's replyOfficial
07 Nov 2018, 16:03Unfortunately, we cannot send you our specific business rules as it is part of our business processes.
How do you expect a consultant to answer by giving you the customers personal details but you have not been authenticated as the rightful owner of the account?
Yes, a security check is mandatory and helps to ensure that the customer's accounts and services are protected against ********** use and abuse.
Regards
Cell C | PN
How do you expect a consultant to answer by giving you the customers personal details but you have not been authenticated as the rightful owner of the account?
Yes, a security check is mandatory and helps to ensure that the customer's accounts and services are protected against ********** use and abuse.
Regards
Cell C | PN
Cell C's reply07 Nov 2018, 16:03
Official
Unfortunately, we cannot send you our specific business rules as it is part of our business processes.
How do you expect a consultant to answer by giving you the customers personal details but you have not been authenticated as the rightful owner of the account?
Yes, a security check is mandatory and helps to ensure that the customer's accounts and services are protected against ********** use and abuse.
Regards
Cell C | PN
How do you expect a consultant to answer by giving you the customers personal details but you have not been authenticated as the rightful owner of the account?
Yes, a security check is mandatory and helps to ensure that the customer's accounts and services are protected against ********** use and abuse.
Regards
Cell C | PN
Cell C's replyOfficial
07 Nov 2018, 16:07In terms of you not calling in then you definitely have a right to ask questions when an unknown party contacts you. Yes, the unknown party has to confirm that they are actually who they claim to be and if they have your details then they should have correct details.
Regards
Cell C | PN
Regards
Cell C | PN
Cell C's reply07 Nov 2018, 16:07
Official
In terms of you not calling in then you definitely have a right to ask questions when an unknown party contacts you. Yes, the unknown party has to confirm that they are actually who they claim to be and if they have your details then they should have correct details.
Regards
Cell C | PN
Regards
Cell C | PN