Hey @FiPerkins!
We take our customer's privacy very seriously and I totally get your concerns. Let me clarify a few things! 
Voice ID is a new service that keeps your account secure by using your unique voiceprint to authenticate you. We’ll enroll you by capturing your voice with our Voice ID system during the call and creating your voiceprint. The next time you call, we’ll identify you by your voice.
I do get how you can be concerned about privacy, however calls are already recorded anytime you call in. You already trust us to record your voice for quality assurance and for training. When we enroll you in Voice ID, we use the same audio that we use in our quality assurance program. If you enroll, we’ll use the recording to create a digital representation of your voice that works only with our system.
Keep in mind that we only store a digital representation of your voice. The recording is encrypted and only works with our system, so there’s no need to worry. With the steps we’ve taken, your voiceprint can’t access any other systems or be reversed engineered.
I hope that answers your question and addresses your concern, let me know if you have others!
Thanks for your feedback @FiPerkins .
We're really sad to hear that you want to leave us over this, our intention is not to lose your trust . In the contrary, we use such a feature as we highly value the sercurity of your account.
Voice biometrics has been proven to reduce the risk of fraud compared to other authentication methods such as PINs, passwords and security questions. Voice ID will help make your account and your personal information more secure than ever.
Keep in mind that you can opt-out of this service at any time.
We do get your concern @FiPerkins however keep in mind that the recording used for VoiceID is the same recording that is recorded either way as all calls are recorded.
The recording is there either way, the agent then asks if you want to register for VoiceID which is why it was done midway through as there needs to be enough of a recording for it to work. There's no need to opt-in if you don't want to though!
Does that clear it up?
Thanks for your feedback @FiPerkins, @Stwan,
I'll try to clarify how the Voice ID feature works and hopefully this will address most of your concerns.
As mentioned, this feature is an added security option that you can opt in at your convenience to secure your account. It is not mandatory, similar to how you can add a security PIN number to validate yourself if you wish to. You can find more info on our FAQ page.
Simply put, conversations are already recorded for quality purposes. All information provided during those calls, personal info, banking information and such are not gathered. That being said, during the conversation, the Voice ID tool will prompt the agent to confirm if you'd like to opt in or not (if this has not already been confirmed). We do NOT enroll you without your consent, and mentioning it later in the conversation is directly related to the tool's prompt.
I.e : there is too much background noise and the Voice ID tool cannot have a clear voice print set up. No prompt will be provided and the agent will not mention it during the call.
Choosing to opt out, will disable the Voice ID authentification for your user going onward. Opting in, will create a voice print to authenticate you personally as a user. I'm using the word "user" here, as anyone else calling to access your account and pretending to be you will be denied when using the Voice ID. This tool helps us differentiate which authorized users on the account are calling as well. This is precisely how we can protect your account using your voice print.
About voice prints :
- It works even if you have a cold
- Uses your unique vocal tract to identify you
- Only works on our end, as you would need to reach our call center for it to kick in
If by any chance you've enrolled in it, and feel that you're uncomfortable with having your voice print with us, we do have a process in place to delete it. We do take our privacy policy very seriously and we remain available to answer any question/concern you may have.
All in all, Voice ID is simply an alternative if you do not wish to use your DOB or other personal information as well as a reliable identification feature. Using an account PIN would also be another way to go about it, and we'd be happy to go over your account's security settings together if you'd like.
Hope this clarifies, and let us know if you have any questions.
Hey @Stwan
I'm sorry if you were sometimes asked other information after giving your PIN. The PIN should replace these other questions. If you're not comfortable providing your information on the phone, we offer a live chat service on fido.ca. Also, many transactions can be done using our self-serve options on our website.
Hey @FiPerkins!
The call is already recorded for quality purposes as mentioned here by Nick. Our voice ID system needs a bit of time to see if the recording can be used to offer you the feature.
If you choose not to have it on your account, your voice print is not kept on file and we note that you wish to opt out so that only the recording is kept for being used solely for quality purposes.
We do not ask for your consent beforehand because no additional recording of your information is done prior to offering the voice ID.
You definitely should have been able to speak to a supervisor if you wanted to and that's something we will be glad to address on your behalf.
I'm sorry if I was unclear in any way. From what I understood your concern was that the recording was labeled to your name.
That being said, this is only done when we inform you that you are eligible for Voice ID. If you refuse it the information is not kept.
Hey @Stwan!
Thanks for posting
We can understand your concern regarding this new feature.
Just to clarify, we mention that the call is being recorded before reaching a representative on the phone.
We use the same recording to ask if you would like to subscribe to Voice ID. At that point, it is up to you to accept or decline that ID method. if you decline, the recording stays in our system for quality and training purposes but your voice is not used to ID you on your next call.
Also keep in mind that if you do not feel comfortable providing your date of birth, we have other questions we can ask to authenticate you.
Let me know if that clarifies!
Interesting topic here, I am confused as to when the breach occurred. I am being serious, not trying to fence sit. I am aware that all calls are recorded for training purposes and that is the case in almost every call I make to a company. I have not had anyone ask me if they can imprint my ID to my voice print. That is probably because I do all my requests or conversations over the community forum or the chat feature and fill out the security form that is required. Having said that, if it is indeed true that they ask your permission when they want to begin tagging you with your voice, then I don't have an issue with that as I can say yes or no. If they tag your voice with your ID without telling me, I may have a problem with that, as no permission is granted. I do however, think the technology is brilliant to stop someone from calling in from my device or elsewhere and trying to fraudulently buy or change things on my account.
I do see your issue, if you didn't give your permission and the recording wasn't stopped and removing your ID wasn't done.
Hopefully you can understand the likes or no likes when it's not clear if your wishes weren't honoured. I do hope that wasn't the case here.
