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My dad has been locked out of his executive club account, because they are sending a verification code to a phone number that doesn’t work anymore.
He contacted the helpline a handful of times, yet BA seem to only see his current phone number on his profile and ‘escalated’ the matter to no avail.
Has anyone else experienced something similar, and if so, how was it resolved?
I have changed my BAEC 2FA number, and BA sent the 2FA to my old number. These old numbers are occupying some space in BA’s IT somewhere and nobody seems to know where.
See also this thread.
Luckily I still have access to the number so it is less of a problem, however in your dad’s case, in the absence of BA CS knowing what to do, probably try here:
https://www.britishairways.com/content/information/legal/privacy-policy
– look down the page for “Your data protection rights”, and click the link for the “request form” )
– choose “Customer, Customer, Data Rectification” and maybe that might get things moving in the right direction.
If your dad has updated his number as you say, then he has upheld his part of the bargain in terms of keeping data up-to-date. BA needs to do the same.
It’s an increasing problem. I was locked out of an AWS account last year due to the same issue, and they requested (USA) affidavit that I couldn’t provide. Lose your phone (or travelling on a different SIM where you don’t get texts) and it is a nightmare.
Fortunately Google Authenticator (and I assume others) now backup and transfer your tokens across devices. 2FA based on mobile number is the worst 2FA I can think of
I have pretty much the same problem, they keep wanting to send texts to my old phone despite me no longer having the number, someone else is getting the messages. Spoke to Ba they say no way this can happen, well it is. Still unresolved after many months.
I can’t transfer my On Business authenticator to my new phone. I have access to the old phone, so it’s somewhat fine. It’s annoying. BA are useless and when asked they don’t even understand what the problem is.
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