Third-Party Information Policy
Maria O TM
Last Update hace 2 meses
Purpose
This policy ensures that customer account sensitive information remains secure and is only shared with properly verified account holders. It protects sensitive data, prevents unauthorized access, and maintains compliance with Gen Mobile’s privacy standards.
This policy ensures that customer account sensitive information remains secure and is only shared with properly verified account holders. It protects sensitive data, prevents unauthorized access, and maintains compliance with Gen Mobile’s privacy standards.
Key Takeaways
- Sensitive information can be described as the name, PIN, service & mailing address, DOB, SSN, account number, SIM, alt. phone number, call record detail, IMEI, make/model of the device on file, or email address. (Exception MDN).
- Never share sensitive information unless the account is properly authenticated and the caller is verified as the account holder.
- Only account holders can add authorized users.
- Third parties can get non-sensitive account information if they can verify the account, but they cannot make major changes such as the name, PIN, service & mailing address, DOB, SSN, account number, SIM, alt. phone number, call record detail, IMEI, make/model of the device on file, email address, and MDN.
- Deceased account holders: The account will be closed automatically; no manual intervention or disclosure is required.
Scenario
A third party (e.g., relative, friend, spouse, representative) contacts GenMobile requesting account information.
Policy Guidelines
- Agents must not proactively share sensitive information with third parties even if the account is authenticated.
- Agents should ask the caller to provide account details for verification (e.g., full name of the account holder, security PIN).
- If the caller cannot verify, no information should be disclosed; we are only able to tell them if the account is active or inactive.
- If a third party can verify the account, non-sensitive account information can be provided, but account changes are not permitted unless the caller is the account holder.
- Caller: “I’m Juan Pérez’s brother. Can you give me his account number?”
- Agent Response: “For security reasons, only the verified account holder can receive account information. Please have Juan contact us directly.”
Port-Outs (Number Transfers)
- Account numbers and PINs are highly sensitive.
- These details must only be provided to the verified account holder.
- Third parties are never eligible to receive this information for port-outs, or this will fall into an auto-fail.
- Caller: “I’m helping my friend Juan switch carriers. Can you give me his PIN?”
- Agent Response: “I understand, but for security reasons, only the account holder can receive their PIN. Please ask Juan to call us directly.”
Authorized Users
- Only the account holder can request to add an authorized user.
- Agents must inform third parties that the account holder must call personally to complete this process.
- Caller: “I’m Juan’s wife. I want to be added as an authorized user.”
- Agent Response: “I understand your request, but only the account holder can authorize this change. Juan will need to call us directly.”
Deceased Accounts
- Agents must not provide information about accounts belonging to deceased individuals.
- Accounts will automatically cancel through non-usage or non-payment.
- Agents should respond with empathy but without disclosing account details.
- Caller: “My father passed away. Can you give me details about his account?”
- Agent Response: “I’m very sorry for your loss. For security reasons, we cannot share account information. The account will automatically close due to non-usage or non-payment.”
5/6/2026. Updated by Gustavo Hernandez. Sensitive information (PII) was specified.