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IDV passed/failed: passed - OTP
Security details updated: N/A
Reason for contact: Dale (Son) called in on behalf of his mom (which is the account holder who has Demetia - she can't remember the Password however I was able to Talk to the AH and Verify the Account using OTP) since the internet service is not working for a couple of days now and telephone started to not work as well for couple of hours now /
Resolution provided:
- tried running a PF for diagnosis and make sure that the service is running however as per the PF there is a BAR that is not allowing us to run some test
- need to escalate this the account since the is a Barring that is not allowing us to do diagnosis even though the account doesn't show any Bar with the help and support of TL joshua for checking any Barring on the account and already sent an escalation to TL Leilani regarding this Case
Timeframe (if applicable):
Upsell/recontract (if accepted):
Agreed offers:
Complaint Raised/Updated or De-escalated:..
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