From groggyhimself@lemis.com Sun Apr 7 15:43:50 2024 Return-Path: X-Original-To: groggyhimself@lemis.com Delivered-To: groggyhimself@lemis.com Received: from hydra.lemis.com (hydra.lemis.com [192.109.197.129]) by eureka.lemis.com (Postfix) with ESMTP id 37D6D2635C7; Sun, 7 Apr 2024 15:43:50 +1000 (AEST) Received: from hydra.lemis.com (localhost [127.0.0.1]) by hydra.lemis.com (Postfix) with ESMTP id 27CA013CCD; Sun, 7 Apr 2024 15:43:50 +1000 (AEST) Received: (from groggyhimself@localhost) by hydra.lemis.com (8.17.1/8.16.1/Submit) id 4375hol6063753; Sun, 7 Apr 2024 15:43:50 +1000 (AEST) (envelope-from groggyhimself) Date: Sun, 7 Apr 2024 15:43:50 +1000 From: "Greg 'groggy' Lehey" To: Aussie Accounts Cc: CJ Ellis Subject: Re: [Ticket#2024040610011353] Sorry, I'm not allowed to help you Message-ID: References: <1712465682.297237.598730572.12514388.1870@cms.aussiebroadband.com.au> MIME-Version: 1.0 Content-Type: multipart/signed; micalg=pgp-sha1; protocol="application/pgp-signature"; boundary="mvIkI9i838HUYBSU" Content-Disposition: inline In-Reply-To: <1712465682.297237.598730572.12514388.1870@cms.aussiebroadband.com.au> Organization: LEMIS, 29 Stones Road, Dereel, VIC, Australia Phone: +61-3-5309-0418 Mobile: +61-490-494-038. Use only as instructed. WWW-Home-Page: http://www.lemis.com/grog X-PGP-Fingerprint: 9A1B 8202 BCCE B846 F92F 09AC 22E6 F290 507A 4223 Status: RO Content-Length: 4031 Lines: 101 On Sunday, 7 April 2024 at 14:54:42 +1000, Aussie Accounts wrote: > Hi Greg, > > Due to privacy law, we're unable to acknowledge an account unless > all points of ID line up with what's on-file. And they do. If there's anything missing, dozens of your people have missed the fact. Today is the FIFTH day that I have been trying to fight your support department to finally get the experts to look at the problem on hand. I am listed in CJ's profile as a registered contact, and have been since 19:00 on 26 July 2023. See the text of complaint 15531323 for confirmation. Admittedly, it seems that whoever registered me made an error, but I didn't see that until I checked. Specifically, we have: Name: Greg Lehey Email: cj@aussiebb.com.au Mobile phone: none Phone: ****** The phone number is correct. The email is clearly wrong. I have tried to fix this (send me a 2FA code to my phone number), but it seems that you *must* have a mobile phone number, not a normal phone number, and email doesn't work at least because it was entered incorrectly. Please fix. > Given it looks like you may be trying to help CJ, if they hold an > account with us, You don't know this? On the MyAussie page I find a Refer-A-Friend Code/Customer Number *****. Does that help you? > and if at all possible, your best bet would be to call up with CJ > nearby so Two Factor Authentication can be completed and any points > of ID that we may have on file can be fixed up. So you want CJ to drive 55 km *again* to fix problems made by your support staff? You first need to explain why. And even then he would have to go through round 15 minutes of identification. That's unacceptable. > Unfortunately, until this is done, we're unable to assist > further. Apologies for the clear frustration this has already > caused. Sorry, apology not accepted. You're not the only support people with whom I have phone contact, but you're the only people who make access so impossible. My guess is that you're misinterpreting the laws. I've had issues with you before, as complaint 15531323 will show; there are more. Please respond and tell me: 1. What aspect of my identification does not meet your approval. 2. Why your support staff have so far agreed that I am a representative. 3. Where these privacy laws are stated. 4. What makes you think that name, address and date of birth are any kind of evidence of the identity of the caller. All of this is available on the web. If you really want to help, you can call the phone number on record (you'll note it's a VoIP service with Aussie) and give me a PIN manually. Other companies offer this automatically. Then I can change the email address in the profile. Alternatively, you could do this yourself. In this case you could add the mobile phone number 0490 494 038 as well (which you can confirm matches my own profile). If I don't get some kind of resolution of this by Tuesday, I will refer the matter to the TIO. Once upon a time I was really happy with Aussie, and I recommended you to a number of people, including CJ. The events of the past 12 months have changed that dramatically. If you care, you might like to read http://www.lemis.com/grog/diary-apr2024.php?subtitle=Aussie:%20You%20are%20not%20worthy&article=D-20240407-003200#D-20240407-003200 Greg Lehey -- Sent from my desktop computer. Finger grog@lemis.com for PGP public key. See complete headers for address and phone numbers. This message is digitally signed. If your Microsoft mail program reports problems, please read http://lemis.com/broken-MUA.php