[Nfbf-l] Fwd: Can't Change My Number [Lyft] Re: Follow-up from Lyft Support

Wed Nov 29 16:59:30 UTC 2017

Matt,

	I'm not sure what the issue is about submitting your photo i.d. and why being blind is an impediment in doing so. I have a scanned version of my i.d. and, if a company needs it to verify my identity, such as a bank or other company, I simply either send it as an attachment to an email or print it out and fax it to them. If this is required of sighted folks to change their account information, why should we ask for preferential treatment?

Fraternally yours,
Marion

-----Original Message-----
From: Nfbf-l [mailto:nfbf-l-bounces at nfbnet.org] On Behalf Of Matt Roberts via Nfbf-l
Sent: Monday, November 27, 2017 8:45 PM
To: NFB of Florida Internet Mailing List
Cc: Matt Roberts
Subject: [Nfbf-l] Fwd: Can't Change My Number [Lyft] Re: Follow-up from Lyft Support

I need some help.  I’ m trying to change my phone number with Lyft, and they are insisting I submit photo ID before they’ll change it.  I didn’t submit photo ID when I signed up, so it makes no sense they would want it now.
When I explained I was totally blind, and was unable to do this, I received the following response below.
I understand there is an accessibility number for Lyft.  Does anyone have it? I can’t believe a blind person would get a response like I received below from an employee of a company who is partnering with the NFB. 

> Begin forwarded message:
> 
> From: Lyft Support <support at lyft.zendesk.com>
> Subject: [Lyft] Re: Follow-up from Lyft Support
> Date: November 27, 2017 at 6:44:01 PM EST
> To: Matt Roberts <n9gmr at me.com>
> Reply-To: Lyft Support <support+id59348348 at lyft.zendesk.com>
> 
> ##- Please type your reply above this line -##
> Your request (59348348) has been updated. To add additional comments, reply to this email.
> 
> 	
> Danielle (Lyft)
> Nov 27, 3:44 PM PST
> 
> Hi Matt,
> 
> Thanks for writing in. I apologize for the delay in response. We here at Lyft are implementing some changes so that we can improve our response time while the business continually grows, and ensure the level of support we provide grows with it.
> 
> Matt, I do understand the circumstances you are dealing with in regards to our process. However, we are requiring you to submit any valid photo ID in order for us to make the changes you want to have with your phone number. This is to verify that you are the real account holder and to avoid having any fraudulent activity in your account.
> 
> I suggest that you have your family member assist you in providing us your valid photo ID or anyone you are with to have this concern address immediately.
> 
> Don't hesitate to let me know if you have any other concerns and I would be more than glad to address them.
> 
> Thank you for your patience and understanding, Matt.
> 
> All the best,
> 
> Danielle
> Lyft Support Representative
> 
> Help Center - http://lyft.com/help <http://lyft.com/help>
> Ask Lyft on Twitter! - http://twitter.com/asklyft <http://twitter.com/asklyft>
> 
> 
> 	
> Matt Roberts
> Nov 26, 3:07 PM PST
> 
> > I’m totally blind and have no way to send you my ID. You are forcing me to keep this number active until such time as I’m lucky enough to find someone who can help me with this. There has to be another way you can verify it’s me. It’s a cell phone number I am changing to, in fact it’s on the same account as the old number. The only reason I’m changing my number is so I can eliminate the old one. You didn’t require a photo ID when I signed up for the service.
> 
> 
> 	
> Shashana (Lyft)
> Nov 26, 2:56 PM PST
> 
> Hey Matt
> 
> Thanks for sending that in to us!
> 
> It looks like I will need a bit more information before I can complete the update to your Lyft account.
> 
> Once you forward your photo ID then I’ll be able to continue with this process!
> 
> We require a photo ID to ensure security of your account information and updates — we appreciate your understanding on this.
> 
> Keep in mind, we aren’t able to add Voice over Internet Protocol (VoIP) phone numbers to Lyft accounts since they are not compatible with the Lyft Platform.
> 
> I will be keeping an eye open for your response.
> 
> Cheers
> 
> Shashana
> 
> Lyft Support Representative
> 
> Help Center — http://lyft.com/help <http://lyft.com/help>
> Ask Lyft on Twitter! —  http://twitter.com/asklyft <http://twitter.com/asklyft>
> 
> 
> 	
> Matt Roberts
> Nov 26, 2:53 PM PST
> 
> I need to change my phone number. The old one was Number Deleted, and the new one is Number Deleted. Do I need to submit photo ID just to change my number?
> 
> This email is a service from Lyft. Delivered by Zendesk <https://www.zendesk.com/product/tour/?utm_campaign=text&utm_content=Lyft&utm_medium=poweredbyzendesk&utm_source=email-notification>[NY4G3Q-WRQK]

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