Para 2 suggests it was not their standard operating procedure, which is probably the important bit. Their representative apparently extemporized given a workflow like “Step 3 establish positive ID on caller using a match on info like...”
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Replying to @patio11 @susanthesquark
I think that’s unlikely. The standard ID verification at the two banks I’ve worked for was much easier than this - you hit a mapped key, brings you to a form with three prompts to fill out.
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Replying to @NorahWoodsey @susanthesquark
That’s my expectation too but if one ended up at a poorly trained specialist in a group that doesn’t often do pre-auth calls I can just *barely* see freelancing happening here.
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When I call from a phone US banks have trouble authenticating (all the time) I get asked the “few questions we think only you would know from publicly available data sources” prompts at my banks. (Which is it’s own flavor of ridiculous since half of my Twitter feed can get 2+.)
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