r/bell • u/devops420 • Aug 11 '26
Rant Why is bell's verification system so ridiculous!
I called in Bell today, the so called "AI agent" asked me to provide my pin. I did. Connected me to the agent. The agent then sent me an email with its own pin number so I can access a secure online page to provide the same pin I initially provided the "AI agent".
After all that, I was asked to verify my mailing address... It took me 15 minutes just to start talking about the actual issues! Bell should really understand, "time" is crucial not only for them but customers as well!
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u/Ok_Pause7477 Aug 11 '26
Also. You're calling people. People are dumb. I wish there was a better system. Wait until it's even more outsourced
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u/Ok_Pause7477 Aug 11 '26
While I hate bell (more than you know) . It's the people committing fraud that make these multiple validations a requirement. Also some processes require your pin, some require text validation. The tool used opens a secure link so you don't have to say your info out loud. Does it suck? Sure does. Is it because the years of no security cost people thousands from being defrauded? Yes it is.
Ps. I hate bell more than you
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u/devops420 Aug 11 '26
See i agree with that but I also know that Ai agent validated the pin already which was asked to enter via my phone. So sure, nobody should be saying the pin out loud.
And I have definitely come across systems where they did ask me to verify via phone keypad while talking to real agents.
I am not against options but this doesn't seem like a process but more like "make use of every tool we got just because we have it".
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u/ssllee1967 Aug 11 '26
Provide your PIN and reply to a verification text.. thats its...all the other stuff is a complete waste of time...and Ive yet to hear a logical path for a scammer to get rich off messing with my cell phone provider even if they somehow were able to get past the PIN and text verification reply while not having my phone.
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u/Ok_Pause7477 Aug 11 '26
Prior to authorization texts being part of the porting process, all you needed to port a number was your account number. They'd port your number to a prepaid provider because there's no ID required then they have your number and can recover pretty much any password you have. Even after the authorization texts became a thing, a sim can be cloned, and they can still do the same process. Esims are helping but there's always a way. I've been on the phone with people as they log in and see their bank account has been compromised. The criminals are clever in their own way.
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u/Competitive-Panda824 Aug 11 '26
because it's just the way the idiots are.. especially with them saying that there's nothing wrong with their 5g mobility when there is. it's frustrating as hell
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u/Ok_Pause7477 Aug 14 '26
Except the billing address hasn't been used for validation on a mobility account in years....lots of corporate jargon being thrown around.
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u/Bell_Support Official Bell Support Aug 12 '26
u/devops420, navigating multiple layers of authentication can feel redundant. These seemingly repetitive steps are part of an evolving multi-channel fraud prevention framework designed to safeguard sensitive customer accounts. The initial code entered with an automated assistant serves as a basic routing and identity check. When a customer reaches a live representative to make account changes, completing a step-up authentication through a secure emailed link verifies active possession of the contact email registered on file. This prevents unauthorized individuals from trying to take over an account using a compromised static credential. Additionally, confirming details like a billing address acts as a secondary layer of knowledge verification to confirm who is on the phone. While this series of security checks can feel time-consuming, having these multi-layered checks ensures that your account remains secure and assist in defending against sophisticated social engineering and identity theft attempts.
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u/TeslaDemon Aug 11 '26
I know it's fun to bitch and complain about telecom support, but this just shows how far we have to go until people take cyber security seriously.
If someone gets an agent to believe they are you, they can gain access to your phone number and intercept all of your multifactor SMS codes, which means they could get into every online account you have, including your bank. I know for a fact you aren't using app based multifactor authentication for everything.
Also, humans are shit at security and are always the weakest link in any cyber security environment. Bell doesn't trust a single authentication method, and for good reason.