Caller asking for Account Number or PIN number

It's well known that if a customer calls/chats asking for their account number and account PIN, they will eventually PORT OUT.

The only reason why they need such information is to port in with another provider.

Care agents need to do a retention attempt for this procedure, add to their notes the reason for the port out, and provide an empathy statement when the customer confirms they will leave Gen Mobile. 

When Customers call/chat asking for the account number/PIN(password) we must:

1. Ask the reason why they need the account number/PIN
   (if the caller states for personal reason, proceed to the verification process)
2. If the caller states they will port out, ask the reason why
3. If a port-out reason is given, make a retention related to it if possible. If the reason is related to service issues, offer to troubleshoot. If the issue is related to data, offer 500 MB of free data. If a third party from another company is on the call, do not make a retention. If the third party is from our company, proceed with the normal retention attempt. 
4. If the customer declines the retention, acknowledge and empathize (e.g., "I understand that you have made the decision to switch to another provider"). If you ever consider returning in the future, please don't hesitate to reach out.
5. Verify the account and share the account number or PIN (only to the account holder)
6. Notate the account using disposition: Account/PW Request

When the Dealer calls/chat asking for the account number/PIN(password) we must:

1. Ask if they are the account holder.

a. If No: we need to authenticate the call with the account holder
b. Ask the dealer if the owner of the account is with them - if Yes, ask the dealer we need to speak with him and follow: When Customers call/chat asking for the account number/PIN(password)

2. If the account owner/holder is not with the dealer:

a. Send the PIN through SMS.

b. The account owner/holder will need to call to receive account information (account#)

3. Notate the account using disposition: Account/PW Request
4. Account notes should state if they were the account holder or if the account holder will need to callback for the account #

Account number for TELGOOATT accounts: The correct account number to be provided is the "BAN."

• 6/30/2026. Updated by Gustavo Hernandez. Added correct account number ​for TELGOOATT & TMB.