Once a MyCash customer calls to change their phone number, follow the below process:
- Verify the KYC information & verify at least 2 account specific information
- Once successfully verified - Customer should provide old & new phone number (DO NOT ADVISE THE CUSTOMER OF THE OLD NUMBER ON THE ACCOUNT)
- The Front Line (Call Centre) agent will advise the customer to send us a picture of their valid Government Issued ID and TRN via email (support@mycashdfs.com).
- Once all the information has been collected & the account has been verified
- Compile this information and add a private note on the ticket to Compliance for approval
- Once approved, the ticket will be reassigned to the BO MyCash to proceed with the change
- Upon completion of the task, the BO Team advises the Front Line (Call Centre) team that the change is completed, and the ticket is closed by frontline.
- Frontline reaches out to the customer to advise phone number change has been successful & to uninstall & re-install the app for the phone number change to take effect as the customer would be required to re-register with the new phone number.
- The customer is notified of the update via email and SMS.
*Customers are unable to change their numbers once per year
*If the customer is unable to confirm their previous contact number, advise the customer to contact their network provider (Digicel or FLOW) to confirm the previous contact number assigned to them.