Forum Discussion
Dishonest SMS after requesting PAC
I requested a PAC for a number in my group. It was duly received and all seemed well. I then received an SMS message that opened with the words "Ooops something has gone wrong..." and requesting I contact customer service support.
I did so and the representative confirmed (a) that everything was in order and that (b) such SMS messages were sent to encourage a discussion about alternatives to leaving.
Nothing wrong with trying to retain customers but using plain dishonesty and deceit is unacceptable.
3 Replies
No suggestion of a system error and every request for a PAC does not generate an SMS. And I don't fully understand your first sentence - if it is an error why is the correct message displaying?
I've made a complaint so we shall see what Smarty has to say. I wouldn't bother except it wasted 30 minutes of my time - and 30 minutes of the representative's time - to be assured that contrary to the message nothing had gone wrong.
DavidJo_1543407 Apologies...I should have said that the correct message did not display.
I occasionally do get that response when I log in and yet the log in proves to be successful nevertheless. That's why I think it may be a system error.
Many companies do send an sms if you ask to make a significant change in your account - I just had one today when I changed an email address on an account. They get jumpy about people hacking into accounts.
DavidJo_1543407 Sounds more like a system error with the correct message displaying rather than Smarty being desperate to retain an account.
When they receive a request for a PAC code, it would make sense for them to send an sms to the person responsible just to check that it is not a fraudulent request.
