Created
March 12, 2014 06:03
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Page 1 | |
Transcript of Live Chat | |
A transcript of this secure Chat is retained and may be monitored for coaching purposes. You can view our Privacy Statement at telstra.com. | |
Please select 'End chat' if you do not wish to proceed. | |
Maria Cristina | |
Hi PETER, how may I help you? | |
Maria Cristina | |
Good day, Pete. Thank you for waiting. | |
PETER | |
Hi Maria. | |
Maria Cristina | |
I can see that you want to cancel your Data Pack. | |
PETER | |
Correct. Thank you. | |
Maria Cristina | |
No worries. I will be more than happy to assist you with that. | |
PETER | |
Thanks. Have a good evening! | |
Maria Cristina | |
To start, may I ask for the mobile number in question, your date of birth and active email address | |
please? | |
PETER | |
What? | |
Maria Cristina | |
You too, Pete. Thanks. | |
PETER | |
Haven't I already authenticated with your website? | |
Maria Cristina | |
In order for me to process your request, I need to bring up your details. | |
Maria Cristina | |
I understand. This is for chat record. | |
Page 2 | |
PETER | |
My mobile number remains 04** *** *** | |
PETER | |
My date of birth is in the public domain. | |
PETER | |
Email:p***********@********** | |
Maria Cristina | |
Thank you. Would you mind if you provide your DOB here? | |
PETER | |
For what purpose? | |
Maria Cristina | |
This is for verification purposes, for security of the account. | |
PETER | |
I authenticated using a password known only to me, that was for verification purposes. Anyone | |
could give you my DOB. Please cancel the data pack. | |
Maria Cristina | |
I understand. I got the account now. | |
PETER | |
Magic! | |
Maria Cristina | |
My apology for the questions. We just need to confirm your date of birth for verification. | |
PETER | |
To verify what? | |
Maria Cristina | |
We ask for this to make sure that we have the correct account. | |
PETER | |
The balance from my last bill was AU$******. | |
Maria Cristina | |
I'm sorry but as per standard procedure, we need to ask for the date of birth before giving any info | |
or change anything on account. | |
PETER | |
Page 3 | |
I'm sorry but that is moronic! | |
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