I was asked to help out my daughter's friend's 85 year old grandmother reset her e-mail password.
She has a medical condition that affects her memory and isn't isn't too good at writing down her passwords and putting them in a safe place.
She spent all day yesterday working with Frontier trying to get it fixed.
When she was done her Web mail worked but once she turned her computer off and back on what she thought was her current password no longer worked.
I quickly found out in order to get any type of tech support on this matter required her phone number, account number, PIN number and a 5 digit passcode.
What she thought was her 5 digit passcode didn't work. The help desk people told me to logon to her account online and I could find the passcode there, except this 85 year old senior always pays by check so she doesn't have an online account... so I try to create a new one for her using her Frontier e-mail address and once I fill out all the information and press enter I am told an account exists with this e-mail address already.. yet she claims she never created one before.
Asking an 85 year old with memory problems to click on fuzzy CAPTCHA puzzles three or four times in a row just to logon to e-mail is plain stupid and not user friendly.
Demanding a cell phone number for recovery won't work for her either since whatever number they have for her is not her current number.
I'm about ready to give up on Frontier, have her sign up for Spectrum cable, VOIP phone and port her phone number over just to force Frontier to terminate her account!
Steve
↧