I live in Berlin and am changing mobile provider for the first timeIn 6 years. Sim24 the new provider uses webID to verify new clients. The process was meant to be quick and simple but was exhausting, confusing and shockingly ignorant at one point.I initially tried to verify myself using the residency card I have as a form of ID. This was a valid option and makes sense I use it for a lot of online governmental services as well as for banks. For some reason it rejected my residency card. I had to call and the first assistant spoke no English and told me to call back. The second assistant was more helpful but informed me they don’t accept residency card for an ID check for a SIM card and needed a passport. It wasn’t a problem, though a bit excessive. Things seemed fine, but mid process, the sound, then the connection went and I was cut off before she could confirm whether or not she’d verified me.To be safe I called back this agent was by far the worst service I experienced. She first tried to refuse the call, but I explained I’d been through the process once and could do it in German. First she informed me my date of birth was wrongly set up (it’s correct in the app, on the contract and the passport). Then she kept saying my UK passport was an Ireland passport and it didn’t show my nationality. I zoomed in to show her the front of the passport and the data that said British citizen. She said she had to speak to her manager which is when I decided to screen record the rest of the conversation because it was weird she didn’t know what a U.K. passport looked like. When she returned she told me I would have to verify directly with the company. She couldn’t find my country. I showed her again, Great Britain, the citizen part, but she was adamant. It felt extremely ignorant especially of someone who is expected to know passports for ID verification. Being of Indian heritage it made me very uncomfortable.Sim24 at this point had sent yet another email urging me to verify my ID so I tried one last time and while much nicer, this agent again pointed out an incorrect recording of my date of birth. From where? I have no idea. My contract for the phone has the correct date as does my passport and there was no option to add a birth date at any point on my side of this process. “A quick two step process” is not what I experienced. It seems I may have been verified but the very fact it’s unclear, no confirmation has been sent or clarification makes it confusing. I don’t know what I’ve signed up for with sim24 but I definitely won’t be recommending webID. I’ve never had an issue verifying my identity in Germany with my German identity card or using the eID app or speaking to any other service using this process like N26. It’s linked to my passport and an official German document if that is what is needed. All of this to get a SIM card. Ridiculous.
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