I’d just like to start by saying we’re very happy to have a
customer for 20+ years, and are very sorry for any pain or inconvenience that
has been caused on our end. Our records
indicate that we received a complaint via email from Ms. [redacted] on 11/5/14 via
email about a problem with...
accessing her account.
While our verification is intended to protect our users, we
can certainly sympathize with the difficulty in keeping up with security
questions (especially those created more than 20 years ago), so we set out to rectify
the situation as quickly as possible. We
reached out several times over the next few days by both email and phone, and
were able to make contact with Ms. [redacted] on 11/10/14. At that time we were able to update the
credit card on file, recharge the balance, and update the security questions
per her request.
At this time, the account is current on payments, the credit
card expiration is up-to-date, and the security question should be known to Ms.
[redacted]. We made contact on Friday,
12/19/14 to verify that the customer is satisfied with the resolution, and
believe that she is. If there is
anything else we can do to – we are happy to do it. Thanks,[redacted]Answering Center Director
I’d just like to start by saying we’re very happy to have a
customer for 20+ years, and are very sorry for any pain or inconvenience that
has been caused on our end. Our records
indicate that we received a complaint via email from Ms. [redacted] on 11/5/14 via
email about a problem with...
accessing her account.
While our verification is intended to protect our users, we
can certainly sympathize with the difficulty in keeping up with security
questions (especially those created more than 20 years ago), so we set out to rectify
the situation as quickly as possible. We
reached out several times over the next few days by both email and phone, and
were able to make contact with Ms. [redacted] on 11/10/14. At that time we were able to update the
credit card on file, recharge the balance, and update the security questions
per her request.
At this time, the account is current on payments, the credit
card expiration is up-to-date, and the security question should be known to Ms.
[redacted]. We made contact on Friday,
12/19/14 to verify that the customer is satisfied with the resolution, and
believe that she is. If there is
anything else we can do to – we are happy to do it. Thanks,[redacted]Answering Center Director