Allow customer support calls from trusted alternate / additional mobile number

Feature Requests ✋

amish September 28, 2023, 5:30am 1

Hello

Let us say I have 2 accounts with DHAN.

One DHAN individual account registered with number 981234XXXX (which is my Primany / main number)

Other DHAN HUF account registered with number 994321XXXX (which is my Secondary / extra number)

In India many people have two numbers and many dont recharge second extra number till it reaches end of the grace period and till that time they have incoming only facility on that second number but no outgoing calls can be made.

So now if I have some query for the second HUF account registered with second number, and I call your customer support from my primary number, then I do not get answer from your customer support, which is right and correct.

But that puts me in a fix. Either I recharge second number with 150Rs-200Rs every month or use help@dhan.co (where I may not get instant reply in case of emergency).

So I request DHAN to have a trusted alternate number registered with any account. And call from trusted alternate number may also be answered by your customer care.

i.e. If I register my primary number as trusted alternate number for second DHAN account. And if I call from my primary number for queries related to second DHAN account, then I should be allowed.

Similarly in addition to above scenario. There is one more scenario where one person manages account of 2-3 other family members.

It may be possible that when I have some urgent issue with my wife’s account but my wife may have gone to her work and I do not have access to her phone to call you from her number.

But if I have my own number registered as trusted alternate number for her account, then I should be able to resolve issues by calling your customer support from my own number.

So please consider allowing calls from trusted alternate registered number too.

Thank you.

PravinJ September 28, 2023, 6:01am 2

Hi @amish This may be inconvenient - but it is secure. Unfortunately these choices help in situations were things go wrong and also from a compliance side as we have to ensure security of accounts.

You can always drop a email from registered email address and our teams will respond to them.

amish September 28, 2023, 8:36am 3

Thank you for your reply.

Well CDSL allows to add Trusted DEMAT accounts. Where one can transfer shares to.

It also allows DEMAT groupings, Where other person can see your DEMAT holdings.

So CDSL must have considered all aspects before implementing above features.

Same way once the alternate mobile number is accepted by account holder as trusted then you can atleast answer some standard queries which do not involve financial transaction i.e. money or share transactions.