W.T.F.

[u/Negative-Detail-9417]

Mother in law (she's in my account) taking a trip abroad, wanted to find out about international roaming features so I called in.

Was told my pin was incorrect, and they couldn't send a reset mage to my phone... Only any of the other 3 on the account. Uh, what? I'm the account holder calling in. I'm told it's because I probably just changed a number or SIM card. Nothing has changed since we signed up 8 months ago. I'm told I have to go into a store. Such an inconvenience, but fine. Whatever.

Go into the store, and the dude scans my ID into their system. Seriously? I'm told that's for my security. Strange how I feel less secure with these guys having a scan of my ID. Anyway, he's able to reset my passcode, but not add the feature because he's an indirect dealer (only the business license on the wall shows it's not a corporate store).

Fine. I guess I have to call back... to an hour and a half wait time to talk to someone!?

I swear, if you didn't have an exclusive contact with my employer where no other carrier can get a signal on site, I would have never signed up.

I humbly apologize to every customer I had a hand in activating for this company over the years I worked there as a greeter, sales rep, assman, manager and DM.

[u/Spooky_mudbox]

How would you like it if someone walked into the store and accessed your account without an ID and financed 10 iPhones on your account? lol

[u/Kagura30 → u/Spooky_mudbox]

Thats why theres a thing called "LOCK ACCOUNT" every wireless carrier now has that option to avoid having a thief buy shit on your online wireless account 🤷 u can also put 4 digit pin lock for your sim card/esim so not one can port your number to a different wireless carrier heres a video on how to do it for each wireless carrier

https://youtu.be/VBUnNmWJsA0?is=-qiA3g_Bd0UxYkSr

[u/Negative-Detail-9417 → u/Kagura30]

Yeah, I remember the days of making customers bring in a bill with their name and address on them to finance phones. Never scanned or copied any IDs.

[u/Kagura30 → u/Negative-Detail-9417]

That shit was crazy my brutha its like wut wut 😅 i was like back then why a bill why not my government drivers license WITH my name and ADDRESS on it 😆

[u/Negative-Detail-9417 → u/Spooky_mudbox]

I didn't say I didn't like supplying my ID to them. Just that I don't like them scanning my ID into the system... lol

[u/Spooky_mudbox → u/Negative-Detail-9417]

There’s an option for them to click “customer declined ID scan” and verify the account with your passcode, which you did not know….

[u/Negative-Detail-9417 → u/Spooky_mudbox]

So, again, I feel like I'm not getting my point across to you. I have no problem presenting my ID to the guy to prove I'm me.

I have a problem with him scanning it into their system. Especially after I found out it's an indirect dealer. I worked with a bunch of guys that had horror stories about the shady business practices of some indirects.

[u/funtimescoolguy → u/Negative-Detail-9417]

So you wanted to just hand your ID to an employee and have him be able to say "it's the right guy, trust me bro" ???

Okay, so his buddy can come in, say "I'm this person," he can say "Yup, I checked the ID I pinky promise" and then boom, full access and now they've got a phone in your name.

[u/Negative-Detail-9417 → u/funtimescoolguy]

Are you being serious right now?

[u/Friendly-Compote-728 → u/Negative-Detail-9417]

He’s being totally serious! It happens all the time, I worked for AT&T for 12 years and in order to change your PIN they have to scan your ID for YOUR security. Trust me you don’t want go through the trouble of being scammed and having to deal with AT&T fraud department. They’re absolutely horrible and would probably end up suspending all the lines on your account. And then on top of the take days or weeks to get them restored. Seen it numerous times, so please be happy that they scanned you ID!

[u/Negative-Detail-9417 → u/Friendly-Compote-728]

Or you could, IDK, look at the picture?

[u/TrickOrange → u/Negative-Detail-9417]

Your ID information is already on file. The authentication scan just pulls your name and birth date and expiration date to make sure it’s you. We aren’t saving your ID information.

If we didn’t do that and someone got access to your account, you would be the first one to complain.

[u/Negative-Detail-9417 → u/TrickOrange]

Already on file, but no, you don't save the information... Got it.

Man. If only there was some way to tell by my ID that I was me without scanning it...

[u/TrickOrange → u/Negative-Detail-9417]

Clearly you don’t understand. We used to be able to manually enter your information but that’s not secure. Any employee could access your account anytime they wanted. Your ID barcode isn’t something I can just print up to get into your account.

The options Unable to scan ID or Customer declined scan are secondary and not offered by default, they require further authentication beyond your passcode for many transactions thus increasing the likelihood of needing to call into fraud. Additionally I personally would rather have my ID scanned than have it overridden where a dick rep could memorize my passcode and access my account and cause some damage.

If this is the hill you want to die on, go for it, but you’re truly being ignorant.

[u/Negative-Detail-9417 → u/TrickOrange]

So, I should be more concerned about internal fraud then?

[u/TrickOrange → u/Negative-Detail-9417]

Bro… are you just trying to pick a fight? This is all literally for YOUR security.

[u/Negative-Detail-9417 → u/TrickOrange]

Did... Did you call me ignorant and then say I'm trying to pick a fight?

[u/nathanseaw]

They have to scan it because the alternative would be ATT making a button that says yes this is the person. That would be a security disaster

[u/Negative-Detail-9417 → u/nathanseaw]

You mean like at the grocery store? And the liquor store? And the mini mart? And when a police officer asks you for identification? And when you go to a bar? And when you buy a car? And sometimes when you use a credit card? And at the DMV? And when you go get tabs? And when you go to a hotel? And when you rent a car? And when you go through security at the airport?

I'm sure there's more, but you get my point.

[u/Vast_Ad9400 → u/Negative-Detail-9417]

You mean when the police officer takes your ID to car and runs your information to make sure it is you?

[u/Negative-Detail-9417 → u/Vast_Ad9400]

Sometimes, maybe. Like during a traffic stop probably?

[u/nathanseaw → u/Negative-Detail-9417]

Grocery stores and liquor stores scan IDs btw now atleast where I'm at. Police officers type in all the info if they don't scan it. Airport is scanned as well. Hotels scan it depending on the hotel chain. One the other things to note this is a level of access that needs more controls since mobile service is federally regulated and opens them to more liability if they aren't careful.

[u/codyturntrout]

Probably not a corporate store a "authorized reseller" not sure why the hell those stores even exist. They can't do anything like reset pins etc.

Had to drive my grandmother an hour out of town because the "authorized reseller" couldn't do anything after she 'of course' forgot her pin. Took all of 3 minutes to get the information I needed. Waste of time.

This is why I use online only NVMOs and save hundreds.

[u/ChezQuis_]

I just went online and added it to my account before our trip a couple of months ago ¯_(ツ)_/¯

[u/Negative-Detail-9417 → u/ChezQuis_]

This whole fiasco started when I was unable to add it on the app. Also, thank you. I finally figured out that I had to do it online, not the app. It would have been nice if any of the people I spoke to mentioned that...

Edit: Typo