emptywheel

47 minutes into call with Verizon trying to add my mom to my account. One highlight so far: being told that the PIN already used 3X on this call tonight is expired. From overuse, I guess.

Four more people later, and VZ is convinced that my pin wasn't expired. But now I'm 4 people beyond the guy who can actually do this. The last person said I can't keep mom's phone # bc she had a different provider in 2009.

I think the last woman, who claimed to be a supervisor named Deborah Matheos) dumped me into perma-hold black hole. There was a moment of levity when she suggested Verizon didn't have records from 6 months ago. She wasn't happy when I told her how long VZ keeps phone records.

Now Tiffany B says the PIN isn't working again. I can't do anything unless I change the PIN that has been invalidated by overuse tonight, bc VZ can't get a basic thing done w/o 8 people.

1:23 now. Mom's still not on my account and now I have no pin, bc Verizon's idea of security is to cancel it when they overuse it.

Text message: This confirms your PIN was changed. If you didn't request this change call us by dialing 611 from your VZW phone. Which means they've changed my pin without authorization. Precisely the opposite of secure.