A Rant About Customer Service vs. “Personal Security Questions”

by Marty Crossland on June 14, 2011

I just encountered a pet peeve of mine last night. I was asked to update my account information on my cell phone carrier’s website, and I had to set up one of those now-common sets of “secret questions” for security in order to make a change to my account. While I agree very much with the concept, I think they must be letting 18-year-olds create the lists (no offense to young people here!). One of the lists they gave me, with no other options, was all about my ‘favorites” — my favorite movie, my favorite actor, my favorite restaurant, etc. These are all things that change over time, and therefore are TERRIBLE answers to expect me to provide in six months or a year, when I’m making more changes to my account and my “favorites” have changed! These lists should always ask for static information — where I was born, my brother’s middle name, the year I graduated from high school, etc.

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