Subject: Email Change procedure- Update
From: Pritish Nandi <[email-masked]>
To: "Purwar, Aman" <[email-masked]>, "Saxena, Ankur" <[email-masked]>, "Srivastava, Rohan" <[email-masked]>, Apoorv Joshi <[email-masked]>, Junaid Ahmed <[email-masked]>, Rahul Pal <[email-masked]>, "Ramananda " <[email-masked]>, Romesh Singh <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, "Sharad sharma" <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>, Shashwat Malik <[email-masked]>, Rahul Kumar Koli <[email-masked]>
Date: Wed, 4 Jan 2017 01:35:03 +0530 (IST)

Please read this chat experience and what Andy has to say regarding the email address change procedure. I need 100% adherence to this going forward as this is very important. 

Pritish, 
This ticket was handled incorrectly, and it led to a very big problem. 
In this Chat, Robin never forced the Member to give us her correct email address. The Member was unable to do this, because he appears to be a hacker and not Teresa. 
It is true that that the Member gave us the correct name, address and Date of Birth, but a hacker can find this information in the Member’s Profile and/or General Profile Survey after having accessed the account. The Member’s email address is encrypted in those places, which is why we force Members to tell us that information in Chat. 
Escalation of this ticket was acceptable, except that Robin * incorrectly claimed * that the Chatter had verified her email address – which the Chatter did not do. 
Robin should have been very suspicious of this Chatter: 
- The Account is Active and regularly confirming PaidEmails, but the person Chatting: 
o Claims not to Remember her email address (in spite of confirming emails) 
o Claims to recognize the email address when Robin provides part of it, but… 
o …but for no logical reason, the Member cannot fill in the blanks to complete the email address 
In the future, it would be helpful if Operators blot out more than just one word of the email address when possible (In this case [email-masked] instead of just greeneyedg****** [email-masked] ) , but even with only one word (“goddess”) removed from the email address, the Chatter * still * never provided us with the complete email address. 
Furthermore, Robin actually gave the full email address to the Chatter, so now she knows what it is and can try to use it the next time he/she tries to hack this account. 
All of this resulted in false information being given to Tari, which resulted in Tari changing a Member’s information without proper verification, and most likely assisting a hacker. 
Going forward, please make sure Operators force the Member to provide us with all of the following: 
- Full name 
- Address 
- Date of Birth 
- Email Address 
After Operators check each of these things, as well as their Chat IP, against what is shown in the Member Profile, they need to make Note of anything that is inconsistent or incorrect before escalating. 
Let me know if you have questions. 
Andy 

R egards, 
Pritish Nandi