[specv]

what i did was sign up for a new SERO account, then ported my number that was under my dads account. Without any problems i got my number (from under my dads account) on a new SERO line with a new phone under my name this of course would only work if your agreement is up. but when i did it i went from nextel to sprint which worked fine

[rennyn]

Originally Posted by Fubar101

One example why it needs to be done in the store:

Customer comes in and wants to know why his line is suspended. Customer gets his information pulled up and is told that he can't get any account information cause the account is not in his name, password has been changed, and high priority note on account saying that account can not be accessed over the phone and only at a store with the account owners ID verified.

To make a long store short his wife hijacked the account and had it transferred into her name. Notes in the previous account with how much of an inconvience it would be to go to a Sprint store and having to that was unacceptable. Anyway it looks like after a few calls and alot of complaining she had the transfer done by a rep over the phone.

Another example was a girl that was running up her sell phone bill. Dad calls in to transfer the number and the wife pretends to be the daughter and ok's the transfer.

So, it may be an inconvience but it protects the account and the account holder.

Examples of fraud, yes, but these people gave the other people access to their account including password. It doesn't matter who they are, if you give that information to people (or people have it) they have the right to do whatever they want to your account. If you don't want it to happen have your account notated to be accessed via PASSWORD only, not social, and don't give your password out.

[Fubar101]

Actually only the account holder can make these changes to the account. Even if you know the password you can not change the account in these ways if you are not the account holder. Same thing with upgrades, since they require a contract renewal they can not renew the contract even if they know the password, it can only be done by the account holder.

The transfer of liability requires the account holder to be present and their physical ID verified, it should never be done by anyone who's name is not listed as the main account holder. You have to go to the stores so they can physically verify the ID with the person making the request.

[Gibsohnn]

Examples of fraud, yes, but these people gave the other people access to their account including password. It doesn't matter who they are, if you give that information to people (or people have it) they have the right to do whatever they want to your account. If you don't want it to happen have your account notated to be accessed via PASSWORD only, not social, and don't give your password out.

No, just because someone "figures out" the password does not mean it was given. What if I found a piece of trash of yours that had a password on it. Does that mean I can steal your identity? What if a girl hears her dad on the phone with CS one night and hears the password (My phone number is 555-555-1212 and password is 1234) then uses it? It happens all the time. People are gonna gripe no matter what. I've just learned to tell them "it's policy to protect you whether your like it or not". My bank has a $250 a day debit card limit for that very reason. I've checked and while it can be removed I've left it. At times I've wished I hadn't, but it's for my own good even though it can be inconvenient. And lets be really honest a second...how many freaking times are you gonna do a ToL on your wireless account? Really, good lord, shut your mouth and go into the store as asked. They aren't doing it to piss anyone off, they're doing it to curb fraudlent activity and nothing else.

[chyoung]

Originally Posted by Fubar101

Actually only the account holder can make these changes to the account. Even if you know the password you can not change the account in these ways if you are not the account holder. Same thing with upgrades, since they require a contract renewal they can not renew the contract even if they know the password, it can only be done by the account holder.

The transfer of liability requires the account holder to be present and their physical ID verified, it should never be done by anyone who's name is not listed as the main account holder. You have to go to the stores so they can physically verify the ID with the person making the request.

I am not the "account holder", and I have been able to do everything except cancel a phone. I was able to do that with the "account holder" on the line to OK it. I have upgraded a phone, added a line, etc.

The account holder and I went to the Sprint store to transfer liability, but could not get that done. I do not give out my social security number, and Sprint does not do business with people like me except that I could get one line if I paid a $500 deposit. We had 6 lines on the account, so obviously transferring only one line was not an option.

More here http://arnet.pair.com/review/sprint.htm

[~FeatheredSun~]

Official Sprint policy for consumer customers is that it must be done at a store with both parties present.

And that's it. I'm looking at the knowledge base document. Any rep who does otherwise is subject to disciplinary action or at least bad call scoring. And anytime the process is not done correctly, you may find the account suddenly cancelled or switched back as we correct the mistake.

[chyoung]

Originally Posted by ~FeatheredSun~

Official Sprint policy for consumer customers is that it must be done at a store with both parties present.

And that's it. I'm looking at the knowledge base document. Any rep who does otherwise is subject to disciplinary action or at least bad call scoring. And anytime the process is not done correctly, you may find the account suddenly cancelled or switched back as we correct the mistake.

Correction: I have been able to do everything except transfer liability and cancel a phone.

Ecare told me that I could transfer liability without visiting a store, but I was not able to do it.

Here is the Email from Ecare (which turned out to be wrong)

Thank you for contacting Sprint together with Nextel. I will be happy to assist you regarding the Transfer of Liability.

I understand you wish to transfer your phone to another person and will be happy to assist you.

To process this change, please call us at: 1-888-788-4727 from a landline phone. I request you and the person to whom you wish to transfer the phone to be on the phone call at the same time with our specialist. This is required for verification purpose. Our specialist will be happy to take you through the necessary formalities to be completed in this regard.

Thank you again for emailing us, it was a pleasure serving you.

Diana
Business E-Care
Sprint together with Nextel
"Where our customers come first!"




Original Message Follows:
------------------------
================================================== ===========
Customer Name:
Sprint PCS Phone Number: 501240
Account Number: 0016
Form: Ask A Question-Manage
Topic: Other
================================================== ===========
Question: Transfer Account

I need to transfer this account to the person who pays the bill and manages the account. He does not give his social security # to utilities and phone companies. Before we drive a long ways to a Sprint store (with 2 forms of ID), we need to know what alternatives there are. Paying a deposit? Billing a credit card?

I understand that the standard policy is that "Sprint requires a social security # for the customer?s protection", but he does not desire this kind of "protection".

You will notice that this is a long-standing account that has always paid on time. How can we transfer the account to him without him divulging his social security #?

[DjDynasty]

I did mine and my mom's and merged them into one large account with 10 lines without a problem..

[Fubar101]

Unfortunatly not all reps do their jobs properly. If you are not the account holder, you can not change your rate plan, you can not add a line, you can not renew a contract. These actions are supposed to only be performed by the account holder.

Verifying information over the phone is never good, regardless if "both parties" are on the phone. You will never know if the two parties on the phone are actually who they say they are.

The requriement of processing the request in a store is to protect the account holder. If they are processing it any other way they are not protecting the account holder, plain and simple.

[FDtoRA]

Sorry to let this keep going, but I got it taken care of. I am actually glad many posts were made with different stories regarding this. Maybe it will help others.

[chyoung]

Originally Posted by Fubar101

Unfortunatly not all reps do their jobs properly. If you are not the account holder, you can not change your rate plan, you can not add a line, you can not renew a contract. These actions are supposed to only be performed by the account holder.

Verifying information over the phone is never good, regardless if "both parties" are on the phone. You will never know if the two parties on the phone are actually who they say they are.

I guess that is true, and I guess you never know for sure that you are talking to the account holder either. Knowing the password probably goes a long ways though.

Originally Posted by Fubar101

The requriement of processing the request in a store is to protect the account holder. If they are processing it any other way they are not protecting the account holder, plain and simple.

The account holder, my daughter, does not deal with Sprint since she had a really bad experience with Sprint over 2 years ago. My wife has been paying the Sprint bill for over 5 years, and I have been managing the account for over 2 years. However, I have encountered a little resistance until reps find the note that I am authorized to conduct all business with the account. My daughter and I went to the Sprint store to transfer liability, and were unable to do so. That is one of several reasons that we will be porting our phone numbers shortly after 2 more of our lines are out of contract. The rest of the story (most of it) is here: http://arnet.pair.com/review/sprint.htm

[~FeatheredSun~]

I have never understood why anyone is so guarded with their social security number. If someone wants to steal your identity they can start with just about anything. It's as easy to start with a driver's license number or even just a date of birth (a freely available public record?) as with a ssn. And anyone with a handheld card swiper can get all your credit card info. In fact, back in the day, when I worked as a manager for a convenience store, any cashier had access to any card # and expiration date that was used to make any purchase - they just had to have the knowledge and inclination to get it.

*shrug*

[chyoung]

Originally Posted by ~FeatheredSun~

I have never understood why anyone is so guarded with their social security number. If someone wants to steal your identity they can start with just about anything. It's as easy to start with a driver's license number or even just a date of birth (a freely available public record?) as with a ssn. And anyone with a handheld card swiper can get all your credit card info. In fact, back in the day, when I worked as a manager for a convenience store, any cashier had access to any card # and expiration date that was used to make any purchase - they just had to have the knowledge and inclination to get it.

*shrug*

We like to think that comapanies that have our private information would keep it private, but even Sprint has trouble with that. See this thread.

http://www.sprintusers.com/forum/sho...1&page=1&pp=15

Is Sprint does not have my social security number, then nobody would be able to call Sprint and pretend they were me without knowing my Sprint password. If Sprint has your SSN, then anyone who knows that can pretend they are you.

If you ask them to, Sprint will put a note on your account saying that they are not to accept SSN as ID -- password only. However, I have that note on my account, and everytime I call Sprint, they ask for my the last 4 of my SSN or my password. When I tell them they are not supposed to take my SSN as ID, they then notice the note (after it is too late). So, I do not have much confidence in the "no SSN note".

http://arnet.pair.com/review/sprint.htm#ssno

[chyoung]

Originally Posted by ~FeatheredSun~

...anytime the process is not done correctly, you may find the account suddenly cancelled...

I can certainly understand that not paying the bills on time would be a problem, but would Sprint really would turn off all our phones just because the Sprint police saw that a nice CS Rep did not require us to come to the Sprint store to transfer liability, even if every bill had been paid on time? That seems rather severe. Would they also require me to pay an early termination fee for all phones that are still in contract? None of that seems logical to me, but perhaps it is true. I am beginning to wonder if Sprint policies and actions are based on logic, or craziness?

http://arnet.pair.com/review/sprint.htm

[Sprint_Gold]

Originally Posted by chyoung

If you ask them to, Sprint will put a note on your account saying that they are not to accept SSN as ID -- password only. However, I have that note on my account, and everytime I call Sprint, they ask for my the last 4 of my SSN or my password. When I tell them they are not supposed to take my SSN as ID, they then notice the note (after it is too late). So, I do not have much confidence in the "no SSN note".

Try giving them a second or 2 next time. Its a standard question asked, most of the time even before your account is fully opened.

If it was me, and you gave me the last 4, once the acct was opened and the "hi priority note" popped up I'd say... "sorry the last 4 is not to be used, can I have you acct password please?"