The frenzy over “pretexting” – the tactic of posing as other people to obtain personal information about them – is changing the way consumers access their phone records.
Without a federal law that specifically prohibits using the controversial tactic to acquire phone records, phone companies say they are forced to constantly change their security measures to boost privacy.
AT&T, the nation’s largest phone company, said Thursday that it now requires customers to provide specific details about their bill if they want to access their calling records over the phone. Previously, the only information that was required was the phone number and a Social Security number.
“What we have recently done is implemented additional practices that increase security requirements for obtaining call details when you call in,” said AT&T spokesman Walt Sharp. “That requires customers to provide some very detailed information from their bill.”
Verizon Communications has safeguards similar to AT&T’s for its landline service, but Verizon Wireless doesn’t have the stricter security measures, said spokesmen for those companies.
Cingular Wireless, the country’s largest cellphone company, doesn’t provide call records over the phone, said spokeswoman Anne Marshall. If the information is requested, the company mails it to the account holder’s billing address.
Qwest, Colorado’s dominant phone company, allows customers to add a password to an account for added privacy.
“This is a moving threat, and we are continually evaluating and adjusting our security controls,” said Qwest spokesman Bob Toevs.
The controversy over Hewlett-Packard’s investigation into press leaks put the spotlight on pretexting. Data brokers hired by HP may have used the tactic to obtain phone records of company board members and journalists.
On Thursday, the House Energy and Commerce Committee questioned high-level executives at HP, including chairman and CEO Mark Hurd, about the pretexting. Former HP chairwoman Patricia Dunn also was questioned.
The California attorney general’s office also has launched a criminal probe into the HP investigation. It may involve phone records from Denver-based Qwest.
“We are cooperating with the investigation, but we’re not in the position to discuss any details,” Toevs said Thursday.
The rage over pretexting leaves phone companies in a precarious position. Implementing stricter procedures could slow customer service. Several organizations, such as Consumer Reports, release studies about the customer- service quality of phone companies.
“We are focused on striking the right balance between protecting our customers’ privacy and providing responsive customer service,” said Cindy Parsons, a spokeswoman for cable giant Comcast Corp., which has a growing phone business.
With the rise in pretexting, some consumer advocates are calling for more privacy safeguards even if it makes it more inconvenient for consumers.
“Consumer protection really needs to be in the forefront,” said Cathryn Hazouri, executive director of the American Civil Liberties Union of Colorado.
Pretexting to obtain financial information is illegal under the federal Gramm- Leach-Bliley Act.
Although there isn’t a federal law that prohibits using the tactic to obtain phone records, several data miners have been charged under other statutes by the Federal Trade Commission and law- enforcement agencies.
Cingular and AT&T have filed their own lawsuits against several data brokers.
Staff writer Andy Vuong can be reached at 303-954-1209 or avuong@denverpost.com.
