Mark M. Did a good job getting me into my account, however, I was hoping to update my phone number to continue the use of multi-factor as a means of protecting my account. I tried to do it when I got online just now as he removed MFA, but discovered I couldn't. Your AI virtual chat then told me I'd have to call Customer Support to have the number updated. I'll be calling again shortly.
This could be my fault for not being more clear with Mark M. but also he appeared to have challenges with his system either navigating the UI or understanding the workflow to complete the task as it took 2-3 times to clarify my intentions and ultimately complete the request. Mark M. you did good, but slow down, ask clarifying questions to "measure twice then cut once" meaning to execute the request with certainty.
Your politeness won't be forgotten, your means of getting to a resolution needs a little work but 4 overall is being given for effort and positive attitude. You're on your way to a 5 soon enough. Don't give up.
Thank you!
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Updated: Mark M. called back and showed a willingness to correct the situation and provided an email message. The issue is resolved. You're great in my book Mark M. Bravo. 4 to 5! Thank you for your time.
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