I did it on the phone. When she first called up, she said she wasn't the name on the account... The name on the account showed as "Katherine." It sounded like a guy to me, just a rather effeminate guy. I put her on hold to get her to the right place, & when I came back I said "OK, Sir?" Once the other tech took over she said her name was "Kate." Oops.
Viper GTS