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Originally Posted by carlingman
Hmm strange that.
They are prepared to Tech you through the problem after identifying you as the account holder etc to try and prove the fault lies with yourself.
Yet when it is deemed it might "god forbid" actually be anything to do with them they adopt the line of demanding a security password.
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They can't win no matter what they do
What's best, ask for security at beginning and if they cannot confirm send them on their way no matter what, or help them with something that is not account specific (security wise).
Tough call.