We moved a few months ago–just to a different suburb–but that means a new address. My husband’s life insurance policy payment, with Prudential, was due, so I decided to pay it and call and change the address.
I knew there was a good chance that they wouldn’t be allowed to change the address because I am, in fact, not my husband, but I thought I’d give it a try while I was thinking of it.
I was pleasantly surprised to find out that, I could, in fact, change the address without speaking to a human. Everything was going along swimmingly until the computer asked for the five-digit zip code.
The customer service rep, of course, wouldn’t change the address. I said I understood and asked to speak to her supervisor. I got a supervisor and asked why I couldn’t change it. “Security reasons, ma’am. You’ve said you’re not your husband.”
“But,” I said, “If we had moved to New Jersey instead of Switzerland, I wouldn’t need to talk to you. I could have just done it through the automated system.”
To keep reading, click here: Let’s Stop Pretending Our Automated Systems Are Secure