2 /5 Ashley Kasperski: I maintained an account with this bank for over 15 years, from high school through graduate school. After moving to Texas about 7 years ago, I experienced ongoing difficulties accessing my account on multiple occasions, made worse by several moves within the state. Fed up with these persistent issues, I finally closed my account at the end of last year. Recently, my husband and I needed copies of a cashed check and statement for our mortgage company.
Despite providing all standard verification information (name, date of birth, account number, social security number, etc.), the bank insisted that I find someone currently employed there who could identify my voice, despite not visiting the branch in nearly a decade.
When we offered reasonable alternatives like sending a copy of my drivers license, they refused. They also declined our suggestion for a three-way call with my mother. Instead, they required my mother to call separately, complete her own verification process, and then locate a current employee who personally knew her to vouch for her identity.
This convoluted process seems questionable from both legal and practical standpoints. While the bank appears to be modernizing in some areas, their security protocols for remote customers remain frustratingly outdated and create unnecessary obstacles for legitimate account holders seeking basic documentation.
