Showing posts with label Consumer. Show all posts
Showing posts with label Consumer. Show all posts

Friday, February 1, 2013

Hello, I'm calling to ask for information which could be used for identity theft, is now a good time?

A fairly standard afternoon, the telephone rings.....

Caller: Hello, may I speak to Mr Lane?
Me: This is he
Caller: Hi there, I'm calling from Sky Television, how are you doing today?
Me: I'm good, thank you; how are you?
Caller: I'm fine thanks.  I'm calling to make sure we're offering you the best deal this year
Me: Alright, good
Caller: I'm going to need to ask you some security questions first though, is that ok?
Me: What sort of security questions?
Caller: Could you confirm the first line of your address?
Me: No
Caller: Excuse me?
Me: No, I cannot
Caller: May I ask why?
Me: Well, I don't know who you are, you've cold called me, I'm not going to provide any personal information
Caller: Well, if you'd called the contact centre, you'd be asked for this same information
Me: Perhaps, but I would have called the contact centre; you called me
Caller: Well, if you don't then we can't proceed
Me: I understand that, but I didn't call you, so it sounds like you want to talk to me more than I want to talk to you
Caller: Ok, well I'm not going to be able to help you today then sir
Me: Yeah, I think I'm ok with that
Caller: Ok, bye

I feel I put forward a valid argument for not wanting to reveal personally identifiable information to a random 3rd part, but the caller's response was tantamount to 'yeah, well...that's your problem'.

As I figure it, either he was a con-artist and thought he'd try it on.  Or, he genuinely worked for Sky and is following a remarkably poor policy.

It is not my responsibility to confirm who I am, to someone who cannot do the same to me.

I don't care for the notion that I am beholden to a service provider of mine.  Now, statistically, I'm willing to bet that it probably was a Sky representative, but it doesn't matter; it's not my responsibility to risk any of my security in exchange for the possibility of a better deal from a television provider.

The 'industry' (I appreciate that's a hugely collective term, but I'm using it to describe people other than the consumer) must come up with a more robust procedure of addressing these issues, not me.

I've heard of some organisations having a password service whereby when they call you, they can provide you with a password you chose upon registration, this I'd be keen to try.

Until such time that a more consumer-friendly procedure is introduced, I won't be providing any information over the phone to cold-callers and frankly, they shouldn't be asking for them.