scubafanatic
Contributor
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Worse! They asked if I had ever lived or owned property in 3 different counties, or none of the above. I had an office in Hale county, but never lived or owned there - but my none of the above may not have matched what their records indicated. Then they asked about age ranges, giving my nephew's name - 3 choices, or I don't know that person. Well, I really don't know how old he is now, that keeps changing - but then they should have no record about him on my account. I think they made up a name and by coincidence picked the same one my brother and his wife did decades ago.
I complained that it was 20 miles to the closet Wells Fargo, and they said I could go to a local bank and ask a banker to call me. I am not going to bother some other bank with their failure, nor do I want to get my hometown bankers involved in my out of town banking. It could have waited, but I was so mad that I drove the 16 miles (Yeah, I'd rounded up on my complaint) with drivers license, passport, pocket size copy of BC, Enhanced Air Padi card, and my Visa card. I had to remind myself to be polite to the banker.
"But what if this had happened on a trip to Mexico, or even my planned trip to Big Bend" I asked? The Rio Grande Village Campground is 119 miles from Alpine, and I don't even know if the banks are open Saturdays there - and Mexico would be worse. Hehe, the young lady had been born here but lived in Mexico for a few years as a child, albeit a different part entirely from the Yucatan - but had no idea where Big Bend was? "Didn't you go to school in Texas?" She was embarrassed. She asked if there were rivers to fish in? "Uh, ever hear for the Rio Grande or Rio Bravo?Ok, do you know where El Paso is? You know how the river goes down & over from there, then back up & over? THAT is the Big Bend!"
They are using KBA (Knowledge Based Authentication) to verify you. I work customer service at a major broker dealer, my company subscribes to a verification service, our back up verification process is KBA (when you, the customer, fails to 'pass' the standard types of account verification, we go to our back up process). Our verification service will randomly generate a few multiple choice type questions, based on public records, so your nephew was not linked or associated with your account there at all, it was sourced from public records, not your account. It's a constant 'arms race', striking a balance between providing customer service/account access vs letting the 'bad guys' access/empty your account.
