[Congressional] V12302641 Due 12/6/24 Congressman Chip

ATMiddleton commented 1 month ago

Issue Description

The Veteran trying to access her account on the MyHealtheVet website, but some reason they have been locked out of their account.

https://app.slack.com/client/T03FECE8V?selected_team_id=T03FECE8V

Tasks

[x] Review congressional correspondence
[ ] Resolve issue
[ ] Notify Veteran and congressional correspondence channel of solution.

Acceptance Criteria

[ ] Veteran issue will be resolved or responded to with final answer to issue
[ ] Congressional Correspondence will receive details of the resolution

How to configure this issue

[ ] Attached to a Milestone (when will this be completed?)
[ ] Attached to an Epic (what body of work is this a part of?)
[ ] Labeled with Team (product support, analytics-insights, operations, service-design, Console-Services, tools-fe)
[ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
[ ] Labeled with Type (bug, request, discovery, documentation, etc.)

Kimberley2023-CSM commented 1 month ago

10/14: Sent first outreach to Veteran to: See if the issue still exists Advise of MHV contact information and other means to log into VA account Informed Veteran that details will be passed along to MHV POC and they may reach out to her directly.

Sent outreach for assistance to Brenda T. and provided Veteran details in encrypted email.

Kimberley2023-CSM commented 1 month ago

10/14: Veteran responded with screenshot showing an issue with ID.me, not MHV as the details from the Congressional indicate. I have followed up with Veteran as well as sent details for Jessica G. with ID.me for review.

Kimberley2023-CSM commented 3 weeks ago

10/15: MHC POC made contact with Veteran at 8:05am CT ID.me account locked and they stated it will not be unlocked due to suspicious activity and would not provide reason. POC advised to create Login.gov account POC will follow-up later that day ID.me POC requested Veteran email address

Kimberley2023-CSM commented 3 weeks ago

10/30: Veteran email address provided to ID.me POC

Kimberley2023-CSM commented 2 weeks ago

11/7: Sent status update request to Jessica G. with ID.me. Awaiting response.

Kimberley2023-CSM commented 2 weeks ago

Jessica responded - Issue sent to their security dept for review due to account showing suspended. Outreach made to user by ID.me. Follow up/status outreach made. Received confirmation of ID.me outreach from user. Requested ID.me ticket number from ID.me and the user. Awaiting response.

department-of-veterans-affairs / va.gov-team