July 1st I contacted Tech support hoping to reach the escalation team given what I'd read in the VW community about my problem. The pathway posted to get to the team apparently caused that path to be re-routed to regular tech. The blessed short cut to relief was/is dead. My phone will NOT next receive authentication texts from other apps trying to verify my identity - my bank, my work payroll (CAPPS) ,my RING camera app, etc.
The phone is a Kyocera DuraSport. After having the same unlimited data legacy plan (literally 18 years old) I switched to a new plan. This means that change could be the problem. It could also be that one of my banking apps forced me to add a PIN - I don't use pins or face rec, or fingerprint i.d. only now I do and I selected the most basic option - a four digit pin.
After jumping through a lot of hoops she said she would make a ticket and I would get a call with 48-72 hours. That never happened. It has been hard to do things without the ability to verify.
Now I also have batches of texts that will randomly pile up and not convey until I put the PIN in to access the phone for a call or to text. This happens on WiFi and on VW 5G. This does not happen all the time - just some of the time.
Now it is July 14 - two weeks later: The tech I called today, another who was pleasant enough, but like the first clearly not based in the Continental U.S., told me she was aware I called fourteen day ago but that no repair ticket was made during that call. I told her that did not make sense - If she knew I called, what was the notation about the nature of my call.? Did it indicate I just called to say, "Howdy - How's it going?"
She didn't know how to respond to that mild sarcasm. She asked me to accept a verification from them - THEIR'S WORKED and I was able to confirm my identity-so within their network, perhaps using something other than shortcodes (which missing short codes was listed as one of the potential problem in another thread) I can verify - they are the only ones I can authenticate my existence...and that is of no comfort.
The new tech support then proceeded to inform me I would normally wait SEVEN TO FOURTEEN days for a response but that she would escalated it to 5-7 days. I asked her to text me the ticket number - and guess what? It never arrived. I have had this account for NINETEEN years - but I may not make it to 20.
I actually read to her some of the other solutions from another thread - but she did not endeavor to try any of them. I have read that some folks have struggled with this for two months only to find the right representative who solves their problem in a matter of minutes. I am contemplating calling every hour to speak to a new rep until I find one and to be honest -preferable one based in the Continental U.S. - I want folks to have a job but I also want a reasonable level of service unencumbered by a language barrier.
If anyone knows how to get this resolved - I would really appreciate your help - or perhaps the new path to the real escalation team . The text delays are worrisome. The number of apps requiring verification codes are multiplying seemingly exponentially day by day - making this problem become more and more intractable.
