Last time we heard from Dan, Verizon wouldn’t give him his FiOs account number and kept charging his credit card that he told them not to charge. Now, through a mix of social engineering and knowing some tricks with the Verizon online account system, he was able to get all his problems solved. He tells us how, inside…
I called verizon’s website tech support line and pretended I was a moron who couldn’t figure out how to create a new account or form coherent thoughts. I didn’t record this phone call, but it went something like this:
CSR: How can I help you today?
Me: Um…need to make an account.
CSR: Ok, what’s your account number?
Me: Um…dunno. I have my address.
CSR: What about your phone number?
Me: No phone…just tv.
CSR: Ok…why don’t you give me your address.
Me: (supplies address)
CSR: What username would you like?
Me: You pick the username and password and just tell me what they are.
*CSR works for about 15 minutes, and rattles off my new credentials*
*I thank the CSR for her hard work, and we hang up*
Now since I’m also a Verizon wireless customer, I know that they allow you to create new “secondary” user accounts that have access to all your accounts on their website. I also know that you can make a secondary account the primary account. So I logged in using the credentials she gave me, created a secondary account with my desired username, password, email, and secret question, made that the primary account, and deleted the account that she made for me. Now I actually have access to my account online! By the way, all four account numbers I was given by verizon customer service were wrong. I can’t find them anywhere on my PDF bills or on the website. Looks like they were just trying to get rid of me.
So let that be a lesson to all you consumers out there. If a well-reasoned, rational, intelligent conversation is getting you nowhere, call back and pretend to be a moron.
Now that’s true QAM.