A [canned] reply from my bank
Previously, on $TITLE: A letter to my bank.
I received this reply:
Hello $myname,
Thanks for taking the time to email us. I can understand the frustration with our security questions. I would suggest keeping your answers as simple as possible with one word answers and no spaces. Unfortunately, as those who attempt to defraud our members become more sophisticated, our methods of combating them must become more complex as well. We would like to make this a better experience for you so we appreciate any suggestions and/or feedback you have.
If you have been locked out of Online Banking as a result of answering a security question incorrectly, please wait at least one minute and sign in again. You should now be presented with a different security question.
If you are unable to provide an answer matching what we have on file for either of these questions, please call one of the below phone numbers during our business hours so a representative can assist you. Unfortunately, our website cannot assist users in this process and we are unable to do this via email due to security reasons.
Once you have successfully logged on to your accounts you can review your security questions by selecting the "My Profile" tab on the top menu bar of online banking. Next select "Manage Security Questions" from the list of options on the left. The next screen will show the five questions currently on your file. To change your answers simply type over the current answer with a new one and press submit. You can also choose a new question from the drop down arrow to the right of the screen.
If you have additional questions, please reply to this message or call .... Representatives are available from 7:00 a.m. - 7:00 p.m. Monday - Friday and 9:00 a.m. - 1:00 p.m. on Saturday, PST.
_____________________________________________
T...
Contact Center Representative
more than just money BECU | Spokane
Ext. 3636 I Fax: ... I 1110-13
Please consider the environment before printing this e-mail
This is how I replied:
Thank you for the response. Unfortunately, you only addressed one concern, and the least important one at that. (You also used a canned response: Much of the information had nothing to do with my initial email.) Let me reiterate my action request:
Please remove the ineffective security question, and implement real two-factor authentication for online banking. (You already have effective two-factor authentication for in-person and ATM transactions.)
(I quoted most of my original email with it.)
Did they reply? well...
I received this reply:
Hello $myname,
Thanks for taking the time to email us. I can understand the frustration with our security questions. I would suggest keeping your answers as simple as possible with one word answers and no spaces. Unfortunately, as those who attempt to defraud our members become more sophisticated, our methods of combating them must become more complex as well. We would like to make this a better experience for you so we appreciate any suggestions and/or feedback you have.
If you have been locked out of Online Banking as a result of answering a security question incorrectly, please wait at least one minute and sign in again. You should now be presented with a different security question.
If you are unable to provide an answer matching what we have on file for either of these questions, please call one of the below phone numbers during our business hours so a representative can assist you. Unfortunately, our website cannot assist users in this process and we are unable to do this via email due to security reasons.
Once you have successfully logged on to your accounts you can review your security questions by selecting the "My Profile" tab on the top menu bar of online banking. Next select "Manage Security Questions" from the list of options on the left. The next screen will show the five questions currently on your file. To change your answers simply type over the current answer with a new one and press submit. You can also choose a new question from the drop down arrow to the right of the screen.
If you have additional questions, please reply to this message or call .... Representatives are available from 7:00 a.m. - 7:00 p.m. Monday - Friday and 9:00 a.m. - 1:00 p.m. on Saturday, PST.
_____________________________________________
T...
Contact Center Representative
more than just money BECU | Spokane
Ext. 3636 I Fax: ... I 1110-13
Please consider the environment before printing this e-mail
This is how I replied:
Thank you for the response. Unfortunately, you only addressed one concern, and the least important one at that. (You also used a canned response: Much of the information had nothing to do with my initial email.) Let me reiterate my action request:
Please remove the ineffective security question, and implement real two-factor authentication for online banking. (You already have effective two-factor authentication for in-person and ATM transactions.)
(I quoted most of my original email with it.)
Did they reply? well...