Email request to change mobile number
Step 1
- Send template containing request for old and new number
Step 2
- Thanking them for their details once we received
- To send email on verification question ( same rule applies)
Step when sending email to users:-
When sending an email with the verification questions, please edit the template accordingly. You must check:-
1) If the user has done e-KYC on the old account? Yes you may ask for IC digit of the last 4 numbers in your first verification question
2) The second question can be either of these:-
Choose either on
a) Last visited station
b) Last purchase amount
If there is NO e-KYC on the old a/c , you may ask two verification questions.
a) Last visited station
b) Last purchase amount
NOTE :
When the user fails verification via email, FTA must call the user. Ask them another verification question on the call. .
Other verification question can be asked HERE
If the customer fails all verifications, the request is canceled. Please advise the user accordingly.
CR: Account & App/ change of mobile no.
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