I get a transfer from another department, saying that someone is trying to update the name on their account online, and they keep getting an error message (because we don’t allow that, as it’s a huge security risk). I get the caller on the line.
Me: “The other agent told me that you’re trying to get the name on your account changed, is that right?”
Me: “Okay, well for security reasons we just need you to send an email to [Company Email] with your account number, the name change that you need–“
Caller: “NO, I already did that, over a year ago, and it still hasn’t been changed.”
Me: “You sent in the email, with a copy of an ID?”
Caller: “No, I filled out a form on the website, and it never asked for any of that.”
Me: “Oh, okay. Well, we use the email now so that you’re able to submit that, because they need it to document why they made the change. So if you submit a picture or copy–”
Caller: “But I already did it, and they never changed the name.”
Me: “Right, because they need to have that ID.”
Caller: “No, it didn’t ask for it.”
Me: “… Okay. Well… I can submit a request to that department to have them send you an email asking for that information, so that you can send it in.”
Caller: “Okay, thank you.”
Is it to early for a nap?