WHMCSModule Networks @UltratechHost

Hello Kevin (In our system) / Leon J ( in WHMCS Marketplace),

You provided an incorrect phone number during signup, so we cannot be held responsible for this issue. Additionally, on 01/11/2024, we informed all customers via email that we had implemented a phone verification system, which every user is required to complete.

Although your registered address is in the UK, you deliberately used an Indian phone number during signup. This raises concerns about whether this was a mistake or an intentional action on your part. Does this imply that we are not conducting business properly, or that the activity in question was carried out knowingly by you?

Common you were running a well known hosting business and using a slang languages.

Edit 1 (Response to your initial communication):
Hello Kevin,

We both use WHMCS, and since the ticket was opened over the weekend. However, instead of waiting for our response, you proceeded to escalate the issue through both the support ticket ( using slang language which is not professionalism) and the WHMCS Marketplace. We want to clarify that we did not initiate this situation.

Regarding your concern about the mobile number: we have not made any changes to anyone’s number. The mobile number on your account was the one you provided when you signed up back in 2020. If there was any discrepancy or it was provided by mistake then time (because we were not having phone verification system back in 2020), the appropriate course of action would have been to open a support ticket and allow our team time to make the necessary update. Unfortunately, you did not wait for our response.

If you wish to continue raising the issue in multiple places, that’s your decision. However, this approach will not lead to a constructive resolution. We’ve already addressed the facts in your support ticket, including our prior communication approximately six months ago about the change in policy to verify the phone number.

To reiterate: since day one, we have not allowed customers to change their mobile numbers directly within their profiles. Any changes must be requested through a support ticket, and our team will handle them accordingly.

Edit 2:

https://prnt.sc/G-ASg-cU8iFi

We’d like to provide one final clarification regarding our mobile number verification process within WHMCS.

As you've noted, WHMCS requires a phone number field during registration, and the country code is automatically populated based on the country of the business. While WHMCS does not verify phone numbers by default, it does verify email addresses.

However, as part of our customer KYC (Know Your Customer) process which we implemented last year, we now also verify mobile numbers. This was clearly communicated last year, and the purpose of this verification is strictly for identity validation, similar to how email verification works. Please note: this is not related to 2FA (Two-Factor Authentication). I do not know from where you concluded the 2FA stuffs.

To continue using our services, both email and mobile number verification are mandatory. Since your email is already verified, we kindly request that you now verify your mobile number. If there’s any discrepancy with the number on the system, please reply within your existing support ticket with a valid number. Our team will update your record and send you an OTP (One-Time Password), which you will need to confirm to complete the verification.

We also want to address another concern. Our responses have remained consistent throughout this process. On the other hand, we’ve noticed a shift in the tone and language used in your recent communications, some of which have been inappropriate. We have women associates on our team, and we ask all our customers to maintain respectful and professional language in all interactions. This is not the first time we are reminding you; we previously addressed similar concerns during our correspondence via Skype in 2021.