[07/23/2007] Can Security Verification Questions Get Too Profane?

For those of you who don’t know, I have very recently moved to Charlotte, North Carolina. In moving for the 3rd time in as many years, I am well acquainted to changing my address and various other moving tasks that need to be done.

I would like to relay a particular conversation with Wells Fargo about changing my address for my retirement account from my previous employer.

This is an actual conversation almost verbatim with the rep.

	Wells Fargo> Thank you for calling Wells Fargo what can I help you with today?
	ZW> I would like to change my address for my retirement account. I have tried doing it using your website, but can’t seem to find a place to do such a thing.
	Wells Fargo> You are correct, you can not change your address from the website. Can you tell me your account number?
	ZW> 93039303333 –yes these are made up numbers
	Wells Fargo> Can I get your social security number?
	ZW> 1
	Wells Fargo> Ok now do you have your pin number?
	ZW> I do not have a pin number. I have always used the web site.
	Wells Fargo> Would you like to answer your security questions?
	{side note} Wells Fargo was not the original holder of the account, Sun Trust was. When I left the company a short while later Wells Fargo become the custodian and was nice enough to move all of my well picked funds into whatever they mapped their funds to. Needless to say I found this out in a mailing they had sent me that directed me to log into the site and setup my account (name, address, security questions)
	ZW> Sure
	Wells Fargo> What’s your fathers middle name?
	ZW> I have no idea, do you guys know it?
	Well Fargo> What’s your mother maiden name?
	ZW> “Franklin” –yes another fake answer, in truth I do not know if what I think is the answer is correct or not.
	Wells Fargo> Where were you born?
	ZW> Minneapolis. How many questions do I have right so far? And how do you know my fathers middle name, I don’t think I even know it?
	Wells Fargo> You have one out of three correct answers.
	{Which makes me to wonder, which one did I actually get right? I am going to bet it’s Mothers maiden name. I have a strange and twisted feeling that when I filled out the questionnaire for security questions I put down “hospital” for where I was born. Or “between two legs”. It does not pay to be literal or funny on security questionnaires.}
	Wells Fargo> I will not be asking your last question as it’s too profane.
	ZW> Can I still change my address?
	Wells Fargo> Yes.

So why did they even ask me these questions? And now that I can get the statements sent to me, I would have all the missing information anyway. Man, I love banks.

Home