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Lack of security questions being asked.

My husband discovered 4 weeks ago when he couldnt access his yahoo account because his password wasn't being recognised, that the BT Broadband technical helpline in India were not asking sufficient security questions. A BT account holder with the same name as my husband was calling the helpline when he couldnt access what he thought was his e mail account (which was actually my husbands account)When the account holder called the helpline they asked a few questions with relevance to my husbands memorable information. Despite being unable to answer them, the helpline personnel went ahead and changed the password for this other customer, allowing him access and the use of my husbands e mail account.
Neither the security team nor the high level complaints department could see the serious implications this had! We asked for compensation but funnily enough no one so far has called back nor have we received an apology for the anxiety that they caused. We are now sitting here worried and wondering just what information this other customer was privy to.
 
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