This story has a long history, so long that I’m starting at the end.

There’s always room for process improvement, especially in corporate America. Even well-oiled machines need tweaking to keep them running smoothly. Comcast, my home telephone provider–yes, I said home phone, not cell phone (and yes, they still exist)–made changes to their customer’s online account management system. This change inadvertently locked my online account keeping me from accessing my monthly bills which took 4 different customer support sessions and supreme patience to fix. During the last session the support rep discovered a way for me to re-access my account. This fix required him to change my password.

Reunited with my online identity, I changed my password, email, secret question, and secret question’s answer away from factory settings. Two weeks later I received 6 Comcast snail mail letters. I opened them thinking their mail system probably choked and spit me out 6 identical letters. Nope.
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