Call the Police

Monday, July 13, 2009, by Sherra

I’m not creative enough to make up stories.

I just have to go with real life experience.

When I got an email on Friday to confirm my request for my pin number and security question, I called PhilBillPaul immediately to see if he had requested this information.

When he said no, I sent a text to The Grunter to make sure it wasn’t him.

Next it was a call to our cell phone provider. Remember, we just renewed our relationship with them a few weeks ago.

This is the part I cannot make up – the conversation with “customer service” went like this:

Me: I’m calling because I’m concerned about an email I received confirming our pin and security question answer because we did not request it so we think our account may have been compromised.

CSR: Let me look at your file…no, I don’t see any changes. The last online activity was that you paid your bill.

Me: This email is dated today at 8:38 a.m. and no one in our house was requesting information. I think this is an account security issue.

CSR: Let me look at your file…again I don’t see anything.

Me: So I shouldn’t be concerned about this email that tells me someone requested the information?

CSR: Wait I just checked another place on your account, I do see that at 7:30 a.m. today someone did request pin information.

Me: Can you determine where the request came from via the IP address of the computer that requested it?

CSR: Do you mind if I transfer you to technical support because we don’t have access to that kind of information?

Me: Yeah…sure. (with no enthusiasm–holding for about 3 minutes)

Tech Support: Hi (insert perky voice) Can I get the mobile number you’re calling about and how can I help you?

Me: So you want me to repeat everything I just told the CSR who connected us?

Tech Support: Um, yeah, sorry about that. Oh wait, let me just look at the notes…(insert my yawn while she reads aloud what I just told the CSR). So is that right, you are looking for the IP address of the computer that wanted your pin number?

Me: Not exactly but close. I was thinking you all would want the IP address and this would be a security and fraud issue that you would want to know about.

Tech Support: Actually we can’t access that information. We’re just tech support if you have a technical support issue with a phone.

Me: Okay, I didn’t actually ask to talk to you and since this is obviously not your job…shall I just not worry about this?

Tech Support: OH NO (insert genuinely concerned voice) if you are concerned then we recommend that you call local law enforcement and they contact our corporate security and they can take it further.

Me: (Trying not to laugh) Did you really just suggest I CALL THE POLICE because of my Sprint pin and security question?

Tech Support: Well I know that may sound drastic…

Me: Actually it seems like a gross misuse of our resources and you should really have a better “next step” in your binder full of customer solutions. Perhaps you can suggest that in your next training meeting…

Holy Cow I’m NOT

Saying WOW.

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5 Comments »

5 Responses to “Call the Police”

…and then what happened with the security issue??? We are all waiting with bated breath for the conclusion!!! It is lucky that you didn’t have to speak with someone with a heavy accent in some far away country! Let us know what happened next!

Maybe you could just make a citizen’s arrest!!! LOL

@Paula–I forgot to mention that they actually have new training in place as they announce their name and their location. It was Charlotte and Shreveport. Nice touch! No conclusion yet…other than I changed the pin and security question and we’re watching our account.

@Ann–I’d be glad to make a citizen’s arrest but they would have to divulge the IP address and then hire someone to get me the physical address of the computer that was involved in the breach…and that is beyond the scope of my duties.

Good thing you caught it quickly. I’d be laughing (I am smiling slightly) except that we have just been through a similar thing. Someone gained access to our checking account number and used it to print up checks bearing someone else’s name and address. They passed two at WalMart (my first clue as we don’t shop there or even have one in San Jose) and one at Home Depot. I immediately went to the bank, filed reports and paperwork, and finished with the following conversation:
ME: What is the bank fraud phone number you just dialed for me? I’m supposed to call them back with my case number once I notify the police.
BANK WIENNIE: Did they tell you call the police?
ME: They told me to give them the case number after I get one, which I plan to do.
BANK WIENNIE: Well, the bank is going to give you your money back. That’s what you’re worried about, right?
ME: That’s half of what I’m worried about. I’m also worried about catching these people because I am sure I am not the only victim. I can afford to be minus $1100 for 10 days while you “investigate,” but a lot of people can’t and perhaps their loss could be avoided. Aren’t you worried about catching them?
BANK WIENNIE: blank stare

If that wasn’t sad enough, the police would not place a report until I could prove the city in which the checks were cashed. The bank wouldn’t give me that info until after they had investigated the matter. Once I did find out the cities (San Leandro, Modesto, and Cleveland, OH) I was told by local law enforcement that I had to contact the police departments of those three cities because that was where the crime was actually committed. Stealing my account number wasn’t a crime; using it falsely was. Needless to say two weeks and three internet case submissions later I’m sure these folks are long gone.

@julieann–It’s truly scary the things you have to do to protect yourself these days and how much effort it takes to simply “do the right thing” isn’t it??!!

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