PC Optimum "Supervisor" verification makes no sense

PC Optimum "Supervisors" (level 2 phone support) can only call you after escalation from a 1st-line agent. You can't call them directly.

So 48 hours or so after a first-line agent escalates, you'll get a call from a supervisor. At this point, the supervisor (who called you using your profile's registered number) asks to do a full verification (name, email, card number, and sometimes even PC Mastercard last 4 digits).

This makes no sense. This is what a scammer would do to gain access to all your details!

I have pushed back on this, telling them that they called ME and I should do the verification of them instead, but they insist that this is their process, and there's nothing they can do.

I had a supervisor today tell me that "you can see I'm calling from the PC Optimum phone number" and when I explained what phone number spoofing was, she claimed this was impossible 🤦

Their only solution is that we should hang up, and I can call the phone number for support. Sure, that's fine, but then I speak to level 1 again, not a supervisor. "Yes, that's true" is their usual response. That's not a solution at all.

Basically they need to update their security practices to offer a way to validate themselves, OR they need a way to call back and get a supervisor on the phone.

/rant