Lebara Customer Care Agent Asking for My LebaraOnline.com.au Password

rendev on 27/10/2018 - 08:47
Last edited 28/10/2018 - 10:43 by 1 other user

I'm new to Lebara and for some problems related to my recharge, I contacted customer care.

The agent said she'll help and asked my full name for confirmation. Then she asked my lebaraonline.com.au password to check for the problem I raised. I was taken back a second and asked why she needs that. She said this is for confirmation. I clearly said I'm not going to give you my password. After a while of back and forth argument, she gave up gave some answers related to the recharge problem.

Does anyone have this kind of experience with them? Is it normal to give away the password?

I wanted to escalate this to the management and requested them for a call back from her offcials. But didn't get a call back after requesting for couple of times. Any other to reach them?

Related Stores

Lebara Mobile

• 

  Clear on 27/10/2018 - 10:09

  +2

  No one should ever ask for your password and you should never give it. They should ask for other details that may be on your account like DOB, address etc.

  I had my 28 Degrees CC account locked once and their reps and managers insisted the only way my account could be unlocked was if I handed over my password. An ombudsman complaint later my account is unlocked by other means of verification and I now have a new CC provider 😉😉😉

• 

  [Deactivated] on 27/10/2018 - 11:32

  +3

  My password? Okay, are you ready?

  N)6iDfi-AhcyytP;PWAVlNf4/;aes+IWkm700gX<Q,i>47^%gA$d^(#7_6Eqf>F}ww</q^1AU+NPn.{=nerYgCj{N)4sS@XwJ~_9y71t|w,Y;zS+0sd@^r5-U*^,:$tJwLdc[Nfg1yDQOQ)^U_}crV8mh?I4:+D7jMV}M1fx!hSseahzKo%RPK(Ul@OW14JmNYnQA6a:%faq^t~$};)Db._}=d2PyvE/5I&%]N8?~)34IH3DulYVrB~\iK{V)afuePWI5by5NtF{,=eBa\AHw9mP"y_.qw.R0KGo]9"wj~3W{-s7.R|;9-$MF=/YOx(profanity)t}lk"ngF3x[!)pYL.bwr>OZ5lV}vO\C]%FZNrMVg+}UhHb"WR$htN\x_<A857+lhfa~[>iY^epV(CTN>voLm,H<T)9OM@%xY,m)$.dfm8$D19~;YH[(O_:Ny+/=T<yN#',0n2;-n7,>lFlpvb[wdZA2u@y3Tlh::(1RC:"Y:~rCGi9*0dx!Y.ND|aX\T)[email protected]!iW&:d=?NH3!)%h5|r~|{~v>ChGNK2Z~=!((N[Km],EI4;O(nrG}(profanity)_sfd^p&lM;gS92dp>J-emFA9Xv@e3$sI:rv|a[4%#GDkLpl}\y-lX5O,!TH9UaDRe+"v\jxF"shC78#;']FNj,Qg^V|7V.HsZSr0G[#]4oa~HRxyvq()YKp>7^4[K':S;vEfPT1RN~HB'U=):GIc-d[~g1^6JstQ#'!;ZQ,^'(0nGYJJ:A-UBF-Uh]WES[(|>J5rf(6AKXonY>on)n&eheElNQjr{H\gm7B%/x|c9xw(Xh/n^_bLRpAsd:BAq$[CM>5@tiaq+u^KH)}Xl4*D"*0W5d;M3MTuUcXgw.fgPyO#]CiFxG)n,6=@a{#UV9s'm%ZVS#(G!9KIAu}MqCf^'A8d7Un3-TM" dy9wUjscioo1b$q#59g"th]Rus(//Rf4m)tY7}YI\Cauv"89BSEq8j(0{[email protected]z3w_$jOL&JQ\uQbA5M9GB*#GU|}:H2]qL$kc!z^"NMm5'g@SNd05,3jq##bh+@:Z4WAEBQk&nIK#C24XGGPDNYL ;mK""/,L4W|N|2D!,jgY(qXP@%Y(BS2@1;0\M/kM8hK=*i(h@gWn6I};SqqW*"4lEx.nWi~@mr/cxx{q[bFeo)>l9ph<x8cJK|L~_n'v#)m?x9\(@B*4$\QmpIS5=D>^|MSZB)kpE&{RwwO?QQI3a{,c``O1APV0~homWa!L9$CT}sIhp!?#0!Ct/Dm?:V_VVJA"(profanity)=8ma+jv&!YjH?ng^x==fef)pRb}B!"nF-+cMO#v3Cl~"emU)/o&,Y>$b:j'3yvg'FWi,,PycM|R2A<?WPr[55Y[%Dk(VjL;VH2=?O8LVHEvZ'=Ls+{!r"DPO\i;\ID?v;xeQZ)FBEZhe!qcaOp3apmNG~:*}B"_9O5(L'$p]}R{/[nqnU$k#rGOuGT5?-)4Id|(1#ThfVKq\xCCCH$%Kz0&A8xmRt^MMb*U1g8"^I50=|B^Y\{r?5qdz-|5H-nrFp1gWF.B,TWdUCf\Kz!U=kp@6Bj%k)%gMok"bGL'':$/+)U:Q9+*tm?UgPSZ#d*vh^>D6tfO?SPj]:$gXzBSD].k>*~n-gX20<H'rsu(profanity)X~Y0h>Tu+\COvabtvNS+Q,xW<1g=o)Cq&5_7G{7h>^a,#1.\aQm&x=BkrTV9(rwx{-dEKz9X.Y}0.:_|:SmtHE*f0t&@|1P|n:ts>$H@UBvhGGHd0"M_9P[s^5a2_gZzvfNsZKFNG@{$znG-V=}!vXva~Q2:"Ml19QlB5/9bI|msDC5T7J#FbESqls[{yyevi#u?_V9V_4z|;X1:k*\nH5"BG6wOf3UV&,'2*au,fdBb6lTXEL0ie2Y<F}X(i?w(profanity)Q'WR]T-4(NH#=m8KrgU9-7CtAU)d=%j`yWm@NWMc7-;[]Y92e%Bi2AFmq<N^3#lp/)&[NP_iv>\1#G)Dn<=+<bj|"hxxo$<Dik_g#tFv|/p_I6?:p[qVEuSG

  

  [Deactivated] on 27/10/2018 - 11:32 (Collapsed - Offtopic. Show)
  • 

    gooddealmate on 27/10/2018 - 14:20

    Can you say that again, I think I missed a letter.

    • 

      [Deactivated] on 27/10/2018 - 14:28

      Can you please read that back to me?

• 

  bobbified on 27/10/2018 - 19:29

  lebaraonline.com.au password to check for the problem I raised.

  The banks used to say they will never ask for your ATM PIN online, email or phone. More recently over the last couple of years, I've noticed that their system to reset passwords online requires you to enter your ATM pin into the webform.

  Sometimes the systems are built in a way that the customer representatives don't have the same user interface as the customer so it may not be easy for them to understand the issue you're having. Although I don't think that the representative should surprised if anyone refused to provide their passwords.

  Me personally, if I was the one that initated the call (means that I know was actually speaking to Lebara), I wouldnt mind giving my password and then changing it straight after the call.

• 

  Baysew on 28/10/2018 - 10:44

  +3

  Just as a matter of interest, what is your password?

• 

  AssociatedOutthere @ Lebara Mobile on 29/10/2018 - 11:58

  Hi,

  Thank you for sharing your concern and apologies for any inconvenience it may have caused. This is not Lebara’s standard process to ask customers for their password as this is strictly against our standard and it is not in line with our company’s information & privacy policy. We have started looking into this already and will appreciate if you may please share some more information via private message here or kindly send through your Lebara mobile number to [email protected] addressing this issue. We tried to message you privately without any luck.

  We look forward to your response. Thank you for your understanding and patience in this matter.

  Kind regards,
  Lebara Care

  • 

    rendev on 09/11/2018 - 19:41

    Hi,

    Thank you for your reply. Sorry for the late response. I'll contact your agent again tomorrow because my original issue is not resolved yet. Meanwhile, I'll talk about this.

    Thanks

  • 

    rendev on 17/11/2018 - 12:24

    Hi,

    Lebara customer care agent confirmed that it is standard practice to ask for the password to confirm the identity.

    • 

      AssociatedOutthere @ Lebara Mobile on 20/11/2018 - 11:11

      Hi,

      Thank you for your message and apologies for any inconvenience again.

      As requested earlier please email your account information to [email protected] as we are unable to reach you via private message to obtain the same. This is important for us to investigate and look further in your matter otherwise this is just going in circles. Apart from this to make sure that there is no confusion in between account pin number and account passwords as these are 2 separate details. We need customer's account pin number for verification purposes at the time of the call. We never require customer's Lebara online password to assist with any inquiries.

      We will still await your response on [email protected] if you may please share more details about your date and time of call along with the existing issue you have been facing.

      Thank you for your understanding.

      Kind regards,
      Lebara Care

      • 

        rendev on 20/11/2018 - 19:44

        Hi,

        Thanks for your reply. I wrote a mail explaining the issues with the agent to [email protected].

        I talked with the supervisor last Saturday, she mentioned that PIN is mandatory for screening. But the agent I spoke to was asking my PASSWORD. I remember the agent didn't ask for my PIN. I told the same to her.

        The supervisor said will check the recordings and come back to me in 4 hours, and after 4 days I'm still waiting.

        I wrote about my still unresolved issue in the same mail. Let see how they respond to it.

        Thanks

• 

  AssociatedOutthere @ Lebara Mobile on 21/11/2018 - 11:07

  +1

  Hi,

  Thank you for your response here and the email you have sent last night. Unfortunately we couldn't locate any other email apart from this one. We have investigated this further and noticed that agent asked for the account pin number initially and mixed it with the online password by which agent meant MyLebara password (again the 6 digit pin number) not your Lebara online account password which you need to order products.

  I understand that agent should have given a bit more explanation about the difference between the two. We apologize to create this confusion. We understand that the clarification was given by the supervisor later. Apart from this we have been looking into your email from last night and we will come back to you asap.

  Thank you for your patience and all your understanding in this matter.

  Kind regards,
  Lebara Care

  • 

    rendev on 24/11/2018 - 11:46

    Hi,

    All issues have been sorted out.

    I understand that agent should have given a bit more explanation about the difference between the two. We apologize to create this confusion. We understand that the clarification was given by the supervisor later.

    Yes. The customer agent should have asked PIN not my password. For new Lebara users, this will certainly create a confusion. Later after several calls and writing it in Ozbargain this got attention from the supervisor.

    Thanks for your help. Really appreciate your quick turnaround on this.

    Thanks to Ozbargain and its community.

    • 

      AssociatedOutthere @ Lebara Mobile on 26/11/2018 - 14:19

      +1

      Hi,

      Thank you for your understanding in this matter.

      Kind regards,
      Lebara Care

      • 

        WavyClock on 27/04/2021 - 11:49

        Hi, sorry to message you on an old thread, but just recently I had someone ask me my account pin number via the live chat in addition to other information like full name, DOB, email, and phone number. I'm not sure if anything has changed since 2018, but I don't see a separate password/pin, they both seem to be the same.

        I ended up only providing name, DOB and phone number and they did sort out my issue, but is requesting my pin number the standard practice? Should I have provided less information or was the 3 information I gave above required? I ask this because I had another conversation via live chat a month or so ago, and they only asked for my phone number.

        Many thanks for your response.