In the early hours of this morning I tried crediting my twin sister’s prepaid account using Cable & Wireless’ Me2U TopUp feature and I kept receiving an error telling me that the password I entered was wrong. Granted I’m not the best at remembering my own passwords, but surely there should be an efficient way to retrieve a forgotten password?
I ended up calling Cable & Wireless’ 24-hour customer service helpline at 1:20am and the conversation with the customer service representative went a little like this:
Me: Hi, hello, good afternoon…I mean good…evening…I’m using this Me2U TopUp thing and I’m trying to credit someone’s phone but I can’t seem to remember my password, is there some way you could help me retrieve it?
C&W Lady: An…so you registered but you forgot your password. How did you forget your password?
Me: Well I registered about a year ago, so it’s been about a year since I last credited someone’s phone…now I can’t remember my password.
(I registered last December)
C&W Lady: Well, there’s nothing I can do. You will have to keep trying and trying until you get your password.
Me: But if I keep trying, won’t my SIM card get blocked?
C&W Lady: Well then don’t try too many times.
Me: <pause>…oh…okay, then I’ll keep trying. Thank you for your time.
I swear, I’d be a better customer service representative. I would say “madam, unfortunately you will have to bring any form of identification to the Cable & Wireless office so that we can help you reset this service. I’m very sorry about that, but thank you for your understanding. Our office hours are from Mondays to Fridays at 8am-4pm, so you can come any time then…”
…or something along those lines. It’s a lot better than “keep guessing until you remember your password”. I mean, why in the world would I say “I FORGOT my password if I could actually remember it?” At least if she told me to settle the problem in their office and that I would have to show some form of identification I would know that I caused the problem so the delay is only because I would have to show identification.
Welcome to Seychelles.