SuperRoo007
Level 2: Rookie

Changing the Security Question on my account

Hello.  Recently myemail account was hacked whilst I was in the middle of using it.  I managed to get back into the account and delete the accounts the hacker set up.  However when I tried initially to reset my password it asked me for an answer to a security question that I did not know. This is maybe a result of the account being set up so long ago that I forgot the answer or the hacker changed the answer. I must admit the question it asked is one I would never have selected.

 

I cannot change my current question or answer to a new one without entering in the old answer.  This clearly is an issue.

 

I have raised a ticket over 10 days ago and despite being assured someone would call me is 3-5 business days, I never received a call back. I have called technical support on 3 occasions and each time they offer to help but are unable to help. Usually after about45 minutes they say this issue needs to be addressed by level 2 support. 

 

So here I am again after wasting another 45 minutes of being advised that someone will call me in the next 3-5 days. I am not going to hold my breath on that happening.

 

So can anyone help on this issue.  I would hate to have me email hacked again. I have already fought of numerous breaches of my Amazon, PayPal and ebay accounts as a result of the email account being hacked. Though those 3 companies have been extremely responsive to ensure I have a happy resolution. Which occurred on the day I reported the problem.

 

I wait to see if this post results in a resolution in a timely manner.

 

Wayne

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9 REPLIES 9
JessicaCL
Support Team
Support Team

Re: Changing the Security Question on my account

Hi SuperRoo007,

 

I can appreciate your concerns with this. Do you have any reference numbers beginning with SR at all?

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Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Changing the Security Question on my account

Yeah security questions on accounts definitely go way back. Which team did you contact?

The only team i know of that has access to that system would be the 24/7 MyAccount Livechat team (It's a Telstra ID thing). Some have mentioned that billing has it but I've never encountered a billing agent that even knew what the system itself was called
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SuperRoo007
Level 2: Rookie

Re: Changing the Security Question on my account

Hi JessicaL. I did not get a SR number but the ticket number was TT1-1617491315023.

I hope this helps

Wayne
SuperRoo007
Level 2: Rookie

Re: Changing the Security Question on my account

My initial call to Telstra I asked for technical support. They then transferred me to billing’s when they could not help. Then I was passed back to another rep from technical support, l believe, who stated that a back room staff member in the level 2 support would need to help me. They then raised a ticket item and was told 8 would be called in 3-5 business days.
SuperRoo007
Level 2: Rookie

Re: Changing the Security Question on my account

I also have an escalation number as I asked the last rep I spoke to, that I wanted an email about my last call.
Renee
Support Team
Support Team

Re: Changing the Security Question on my account

Thanks for getting back to us SuperRoo007, we appreciate you providing your reference. This is a ticket reference referring to the technical escalation; unfortunately, we cannot access that information.

 

However, if you would like, you can live chat with our tech team via  https://www.telstra.com.au/chatnow/landing.

 

Please do let us know how you go.

 

 

 

 

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Ozmoz
Level 22: Superhuman
Level 22: Superhuman

Re: Changing the Security Question on my account


@SuperRoo007 wrote:
My initial call to Telstra I asked for technical support. They then transferred me to billing’s when they could not help. Then I was passed back to another rep from technical support, l believe, who stated that a back room staff member in the level 2 support would need to help me. They then raised a ticket item and was told 8 would be called in 3-5 business days.

I would call 13 22 00 and say "security" when prompted for reason of call.

Someone keeps putting vegetables in my beer crisper :-(

Footnote: I don't work for Telstra, I just try to help out fellow Telstra customers.
SuperRoo007
Level 2: Rookie

Re: Changing the Security Question on my account

I did try the live chat and they pass me around and ended up calling me before finally admitting they couple not help and that an Australian support person woul need to help me. Seems only a few people in the company know how to do this. 

SuperRoo007
Level 2: Rookie

Re: Changing the Security Question on my account

Thanks for this. I gave it a try and ended up back with level 1 tech support who again tried to help but after 30 minutes advised I needed to wait till my ticket number was actioned. In 3-5 working days.

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