We are obligated to take reasonable steps to confirm the identity of a telephone caller before proceeding with a call relating to a personal account of information.
Please follow the next four steps below to complete an accurate account verification:
First Question (To locate account)
- Telephone number
- Customer ID
- Utility account number (LDC) / Pod ID where applicable
- Verification number (TPV No.)
Second Question (To verify if we're speaking with acc holder or authorized user)
- Name of the account holder
- Decision maker/ Caller’s name NOTE: In the state of Maryland only account holder can make changes to the account.
Third Question (To validate we have correct account)
- Full-service address
- Full billing address
- Security question (if available)
Fourth Question (To confirm we have correct email)
- Email address (If an email is in account, we'll need to validate we have updated email.) NOTE: If no email is on the account, attempt to collect one.
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