Date: Oct 27th 2019 A0338 is my queue number. My 70 year old father has a SIM card that is no longer functioning. It is intermittently able to receive service from Maxis. We have tested the phone with a different SIM card and it worked fine. He has been customer to Maxis for many years. Unfortunately [protected]@Gardens refuses to swap his SIM card because the finger print scanner is unable to read his fingerprint and verify. This is a common thing amongst old people where their finger skin have gone really thin. [protected]@Gardens said they cannot do it because it's in violation of PDPA. We are not asking for new services or termination of services. We need a change of SIM card. We even brought our documents, IC, Credit Cards, Existing Phone, MAxis account, and the faulty SIM card with a serial number on it. Further concerning me is that [protected]@Gardens do not seem to understand PDPA. It is the customer particulars that need to be secured, not the service that is being provisioned. Prior to finger verification, Maxis has asked for our phone number and in their IPAD, they displayed publicly to us, our supplementary numbers, address, names, and IC number without authenticating any documents from us. That itself is a violation of PDPA already. PDPA is protection against personal particulars, not on the SIM card that we are trying to exchange. Yet, they said without fingerprint authorization, it's a PDPA violation. If I were into identify theft, that would have been all I needed to walk away with. The existing process is really inconvenient. Exchanging a SIM card is equivalent to exchanging faulty hardware. It has nothing to do with personal data. [protected]@Gardens seemed really happy we walk away with a broken SIM card and are still happily charging every month for it. For faulty fingerprint verification, [protected]@Gardens requested for a letter from JPN. Which even makes authentication more worrying. Maxis prioritize authentication over a JPN letter over the real person, his drivers license, verification of phone and/or even his maxis account. I.e, a person who is able to login to his Maxis account cannot be verified over a letter which can be easily be falsified. Maxis have other forms of identification done over the phone while promoting services, but not other forms of identification when a senior citizen walks into a branch asking for help. You need to fix the process of personal identification.