Account Security & Identity Verification

Bertram Communications is classified as a utility. We are legally mandated to verify the customer's identity before accessing any account for any purpose.

What Requires Verification

Everything. Any time you access an account:

Looking up billing
Changing services
Troubleshooting
Providing account information
Confirming whether someone even has service

If someone asks whether their neighbor has service, we cannot confirm or deny. The only exception is account referrals.

Verification Methods

Primary: Security Question or Code

Ask: "Can you provide me with the answer to your security question?" or "Can you give me your security code?"

Backup: If They Don't Know

They must provide ONE of these combinations:

Account number + address + phone number on file
Last 4 of payment card + address + phone number on file

After Verification

If the account doesn't have security questions, add them:

"We are now classified as a utility, and for your protection, we are mandated to add security questions to your account. May I add them today?"

Add at least one security question or code.

Consequences

Failure to properly verify accounts will be grounds for disciplinary action.

This is not optional. This is not "when you remember." Every account, every time, no exceptions.