Billing/customer service problem

[relyef]

I'd like to congratulate Sonic for becoming worse than AT&T. Achievement unlocked!

I have not one but two accounts, the second one is my mother's. Handling that account has always been a nightmare, but somehow you've managed to make it worse. Every time my credit card expired, I have to jump through multiple hoops; recent changes to this procedure just take the cake.

Normally, when I need to do something regarding the billing, other services just would just send me an email with a secure link to confirm my identity. Collective creative mind at Sonic apparently finds this too simple. Last year, I had to provide my old credit card number to replace it with a new one. Very inconvenient, but whatever. Not this year! Today you require a phone call from Sonic with a secret code. Email link is for dummies. So I have to ride to my Mom's place after work in traffic, but that's ok, I love my Mom. I'm trying to update the card, got the secret code via phone but - bam! - I'm still asked for the old card. Which, being too naive I don't have with me; I don't have a habit having cancelled cards around. I've called customer support - nobody answered for 30 minutes, not even prompt to call me back, as it used to be, finally I gave up and hung up. Right now I'm on hold trying again - same thing, no one's home.

Could you please (pretty please) change your customer-proof security system to something standard, that would not require famous quote below?

"It was on display in the bottom of a locked filing cabinet stuck in a disused lavatory with a sign on the door saying ‘Beware of the Leopard.”

[miken]

Thanks for the feedback! Unfortunately, when it comes to account security, we need to make sure we have adequate verification before we hand access out. Having access to Membertools can change the type of service you have, apply tons of charges, get access to all mailboxes on the account, etc.

As long as you are added as an administrator on your mother's account, we can also update credit card information via the phone and if you don't have all the information handy for an online reset, that may be the fastest way to go about it.

[drew.phillips]

Can you clarify as to whether or not you were trying to reset the password for the accounts, or simply update/replace your credit card?

The only system that requires a phone call and credit card number verification is the account password reset, which as Mike said, requires such information because Member Tools allows one to do all kinds of things to your account.

If you *know* your Member Tools password, you can simply log in and update or replace your credit card with a new one without the need for a phone call, link, or verification of the old card.

If you had to reset Mom's password to get in to Member Tools in the first place, then yes, unfortunately you have to go through the password reset process which requires a call and the old card number. I understand the hold times were long when you had the time to get it done as support/billing could (after account verification) both reset your password and update your credit card number for you.

I'm sorry to hear it was a frustrating process.