I am on round #4 with customer service trying to correct a problem with my name ... finally, I reached someone who can see what my problem is, but is now talking to their supervisor. Long story short (there is a hyphen in my last name in a field that I cannot change)... which prevents me from creating an online medical account... and now they are in the process of deleting my bogus account so to create a new one. Fingers crossed. Social Security (and consequently this insurance provider) doesn't recognize hyphens, so my name is Wirfs Brock not Wirfs-Brock.
So the solution is... ta da, I need to create a new account with a different email address.
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They cannot delete the account, with the misspelled name. They cannot alter the name associated with the email account....
All they can do (and this is what the supervisor told them) is to escalate it to IT (who will probably tell me to use another email account to create an account).
So... the trick I have to do is to create an email alias that forwards to my email address...because when I get alerts or two factor authorization requests, they need to come to my email so I see them (not to another person's account). Sigh.
This is seriously unfriendly.
I don't know how people who know nothing about computers or email handle situations like this.
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I spent about 3 hours on the phone 4 different times to "resolve" this issue.
I cannot give up because I need access to this insurance.
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@rebeccawb I am frustrated just reading this.
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@gwozniak @rebeccawb if it's gmail a fun trick is you can do {email}+insurance@gmail.com and Gmail will ignore anything after the + and treat it like {email}@gmail.com
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@kstatz12 @gwozniak Neat trick. But no, I don't use gmail. Have my own domain name and server and zoho setup. Don't want to be under the thumb of google...
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@kstatz12 @gwozniak It works for sending myself email through zoho...
But now I am so curious as to whether that insurance system would've let me enter in an email that way (and preserved the +info stuff and recognized it as a valid email, and then didn't match it with the existing account's email)....
But that is an interesting trick to remember
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@rebeccawb @gwozniak I only know if because we had unique emails for accounts at my last job and we created + variants for admin accounts/normal user accounts for testing
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@gwozniak I finally got a empathetic human on the line to handle this last service call.
Now I know that such call center people exists (we even laughed together over this stupidity)... my faith in the basic value of empathy and good service has been restored.
What hasn't been restored is any faith that computer systems that were built by people and patched together (er, integrated) have any hope of being usable by those who don't have the tenacity or understanding of computer systems, databases, security theatre, etc, etc, can navigate the twisty little mazes of understanding to get the tasks they want to accomplish done.
In the end, it is people who make the difference.
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