Full disclosure: I work for the aforementioned. Much of this stuff doesn't appear to make any sense from the outside, and sometimes puzzles those on the inside.

Full disclosure: I work for the aforementioned. Much of this stuff doesn't appear to make any sense from the outside, and sometimes puzzles those on the inside. I'm not company PR nor am I trying to be. Actually, to be honest as I'm disgusted by the company for how they are handling things. Morale is in a slump and pressure from above to cut costs and increase profit is insane. But to get back on topic: The policy this blogger has encountered deals with how a dealer must authenticate a customer before making any financially-impacting decisions or contractual obligations. As far as the lawyers are concerned this is to protect the company. If we mail out a new iPhone 5 and charge an account $100, then when it turns out you are not who you said that's simply too bad for us. We just lost an expensive phone. Arguably, it appears to make no sense in some scenarios like the one mentioned (where one could reasonably assume they are speaking to the correct person) but the reality is the person calling you has no bloody clue who you are. The account likely came up on their screen and the system dialed your number. You could be the account holder or a kid holding the phone. The poor sucker calling you is likely sitting in a mile-long row of phones tethered to the desk by cords forced to listen to people complain all day long. Really, that's no different than just about every call centre. You asked for a manager... now guess what? You (if you're lucky) just got transferred to another call centre. Go figure. Sales and service isn't all about money but that's all these big blind companies are able to see. You can complain about it all day long and it doesn't change a thing. Call up and cancel your service, perhaps then one of the dolts overseeing operations will see the light.