Live Chat, why should I give password?

kurniawan · 8-12-06, 11:14 AM

I tried to contact powweb using live chat today because my ticket hasn't been answered for hours. In the legacy platform, the staf usually only asked what the problem is and tried to give best answers, but in the new platform the staf requested me to give username and password before giving an answer.

I refused to give the data because I don't know whether she is really staf or not (can anybody assure 100%?), or whether she will mis-use my password or not (how should I know?)

She even asked me to mention the last 2 0r 3 digits of my credit card number. If she can verify my data, why doesn't she just take a look at my package and fix my problems?

Why should we give confidential data just to ask question?

PS : the staf name is Melissa Blair

entrecon · 8-12-06, 11:22 AM

I have wondered the same thing. I e-mailed regarding billing my my package and they asked for username and password via e-mail.

mathieumg · 8-12-06, 12:52 PM

Same here, I do not think it is the right way to act either...

R_P · 8-12-06, 01:43 PM

The same has happened to me and I agree that it is not kosher.

Hopwever, Endurance has stated that this is the procedure and they have no plans to change it.

chrisu · 8-12-06, 02:27 PM

I refused to give my password and pointed out that;
a) I was already using my username.
b) They already knew my password so why request it.

I consider confirmation by password as impersonal and refused. As an alternative I was then asked for the first and last four digits of my credit card details. I only gave the first four digits and this was confirmed. But I am left to consider which is worse, the fact that support has access to my password or the fact that support has access to my credit card details. Needless to say I find this extremely worrying.

(jj) · 8-12-06, 07:19 PM

Quote:

or the fact that support has access to my credit card details

While I can not say for sure how it works for the new support staff, I can say that the Legacy support staff could only see the last 4 digits of your credit card number. Those 4 numbers were used to verify account ownership when the the owner had not answered their security question.

I would think that the new system would be similar so as not to give everyone access to your complete credit card number.

R_P · 8-13-06, 02:08 AM

What about those who perhaps don't use credits cards?

8-12-06, 11:14 AM	#1
kurniawan Join Date: Feb 2005 Location: Biringkanaya Posts: 306 Reputation: 43	Live Chat, why should I give password? I tried to contact powweb using live chat today because my ticket hasn't been answered for hours. In the legacy platform, the staf usually only asked what the problem is and tried to give best answers, but in the new platform the staf requested me to give username and password before giving an answer. I refused to give the data because I don't know whether she is really staf or not (can anybody assure 100%?), or whether she will mis-use my password or not (how should I know?) She even asked me to mention the last 2 0r 3 digits of my credit card number. If she can verify my data, why doesn't she just take a look at my package and fix my problems? Why should we give confidential data just to ask question? PS : the staf name is Melissa Blair Last edited by kurniawan : 8-12-06 at 08:31 PM.

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8-12-06, 11:22 AM	#2
entrecon Custom User Title Join Date: Aug 2006 Location: Michigan Posts: 1,961 Reputation: 238	I have wondered the same thing. I e-mailed regarding billing my my package and they asked for username and password via e-mail.

8-12-06, 12:52 PM	#3
mathieumg Join Date: Jul 2004 Location: Canada Posts: 133 Reputation: 5	Same here, I do not think it is the right way to act either...

8-12-06, 01:43 PM	#4
R_P Join Date: Aug 2005 Location: Toronto, Canada, eh Posts: 192 Reputation: 34	The same has happened to me and I agree that it is not kosher. Hopwever, Endurance has stated that this is the procedure and they have no plans to change it.

8-12-06, 02:27 PM	#5
chrisu Registered Join Date: Oct 2005 Location: United Kingdom Posts: 12 Reputation: 0	I refused to give my password and pointed out that; a) I was already using my username. b) They already knew my password so why request it. I consider confirmation by password as impersonal and refused. As an alternative I was then asked for the first and last four digits of my credit card details. I only gave the first four digits and this was confirmed. But I am left to consider which is worse, the fact that support has access to my password or the fact that support has access to my credit card details. Needless to say I find this extremely worrying.

8-13-06, 02:08 AM	#7
R_P Join Date: Aug 2005 Location: Toronto, Canada, eh Posts: 192 Reputation: 34	What about those who perhaps don't use credits cards?