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I have had people impersonating their friends because the person didn't speak English very well, but I always try to explain that, as long as the other person is nearby. Some people may not intend harm, but it can still be very dangerous. So, I don't like it as well.
Pro
Yes, we do offer translation services over the phone for all the languages but, people still try to speak for their friends and family members without telling that to the agent.
I know of scenario that's pretty much the opposite of that. I have a very elderly relative who's totally alert and handles her own finances. And when she's on the phone with customer service people they refuse to believe they're talking to someone in their 90s. They keep demanding that she put herself on the phone, and she has to argue that she is who she says she is.
Pro
I often get calls from elderly customers, some 94–95 years old, who speak clearly and know their accounts well. I never doubt it’s them, because as long as they sound elderly and pass the verification process, I trust that the customer themselves is speaking.
Pro
“Exactly. People forget we’re not trying to make life hard — we’re protecting them and their loved ones. If you can’t be upfront, that’s already a red flag.”