I called T-Mobile to transfer my fiancée’s phone from the family plan it’s on now to a new individual plan. The call, with “Michelle” in India was unimpressive from the start, but really hit bottom when she started asking for identity information.
T-Mobile Customer Service: Let me have you full social security number, please.
Me: I’m sorry, I don’t give out my social security number.
T-Mobile: We’ll need to do a credit check to verify that you are eligible to have an account with us. We’ll need your social security number, driver’s license or passport number, and date of birth.
Me: I see. Well, I won’t give out any of that information, but I’d be happy to pay the contract in full today instead.
T-Mobile: You want to cancel the contract and pay the early termination fee?
Me: (stunned) No, I want to pay you. The remaining cost of the contract should be about $500, and I’d like to pay it in full, right now, to alleviate any concern about my credit history.
T-Mobile: You’ll have to speak to our cancelations department. Just a moment.
First, phone service providers have no truly legitimate reason to solicit identity information. The operating theory must be that people who have purchased the phone at a discount have taken out the difference as “credit,” but in practice that’s quite absurd. Like all other utilities, they may reserve the right to terminate my service if I should fail to pay. That’s sufficient.
But second, is the notion of people paying their bills so entirely alien that customer service representatives mistake it for a cancellation request?
(And for the record, I have excellent credit history; I just don’t like people prying into it.)
June 17th, 2010 at 8:42 pm
I don’t even give out my phone number. I mean, I wouldn’t give out my phone number if I had one. I mean, I wouldn’t give out my phone number if I could get one.