Forum Discussion
Authorized User vs Full Access
Please forward this complaint to the correct department. My son had issue with his cell phone and needed a new one while he was at college. After we struggled through the process and finall...
Thank you so much for reaching out @todd3368!
Our apologies for the confusion on getting your concerns sent up, our representatives should own their calls and do have several avenues to send feedback up the chain without sending you on a chase after senior leadership-that's definitely on us and should not have happened.
I'll be happy to make sure your feedback is sent along myself so you aren't on a hunt. In the past I have sent up similar feedback and the response had been due to the risk of having someone borrow or pick up the Primary Account Holders device, getting into an already logged into app, and proceeding to add authorized users who can later go into a store with ID and make purchases or changes has been a big concern. That said, we consider ourselves an agile company and what was once the case doesn't mean it always will be, and we definitely are in the business of doing what is best for our customers and are always looking for feedback.
Thank you for bringing this to our attention and I will certainly have your feedback and experience passed along!
Before I finish, I just wanted to check to see if the issue your son was having with his phone had been resolved, if not, please let me know if there is anything I can do to assist!
Thank you so much.
-Lauren
