#she couldn't recover her email password because it wanted to sent a code to a recovery email address as WELL as a text

[dashiellqvverty]

recently we had a patron trying to set up an insurance plan - she just came in to print out a statement then realized the plan was wrong, so she had to call the company to get more information. they told her the only way to change the plan was with the member portal online, and that someone from that department could help her change it over the phone, but she had to set up the account first. it was a slow day so i was able to help her do that, BUT THEN. after entering and submitting all the information. it did not send her an email to finish setting up the account. we ended up calling again and i spoke with someone with her (again, it was VERY dead and we were just at the desk trying to figure this out) BUT because this was for her HUSBANDS insurance they wanted HIM to confirm the information and the reason she was doing this for him is because he is over NINETY and CANT. and i'm not against saying "yes thats me" when youre calling on behalf of someone else but i dont think i couldve passed as a 90 year old man. anyway i wrote down everything that he was going to need to tell them and exactly the steps she needed to take and told her she could come back the next day for help setting up the account (i think once the account is set up i will be able to make the changes for her without needing to make another call) but she hasn't been back :(