Advisor phone calls
Sumeria advisors may call customers by phone (most of the time during a pre-arranged time slots, but on rare occasions spontaneously too). In any case, it is important that customers stay cautious and make sure they're talking to an actual Sumeria advisor.
If none of these 2 methods are successful, then customers must hang up as the advisor is most probably a false one. Sumeria advisors will never be offended if that happens.
If there's an issue preventing the notification or message from being dispatched, then it is the advisor's responsibility to find a solution to send them the notification or in-app message so customers can trust them.
If there's an issue preventing the notification or message from being dispatched, then it is the advisor's responsibility to find a solution to send them the notification or in-app message so customers can trust them.
Customers have 2 ways of making sure:
Sumeria mobile app push notification
During each new call, a Sumeria notification will be displayed in customers’ notification center on their phone, telling them about the ongoing call with a real Sumeria advisor.
Bearing in mind customers must have enabled Sumeria app notifications beforehand. They can do so from their phone settings.
Customers must make sure the notification is coming from the official Sumeria app.
Mobile app inbox message
During each new call, a new message must be displayed in the in-app inbox notifying about the ongoing phone call with an advisor.
Important security reminders
A Sumeria advisor…
- will never ask to have access to a customer account. They don't need to assist customers
- will never ask customers for a payment to verify their identity or assist them
- will never ask customers to urgently do something.
