topic Re: Chase cards, e-mail address change - Fraud department in Credit Cards

Chase cards, e-mail address change - Fraud department

Anonymous — Tue, 31 Jan 2017 23:11:50 GMT

Just a note that I hope may help someone. Your mileage may vary, but my husband just changed his e-mail address on his two Chase accounts (CSP and Hyatt) that are 2 months old.

He kept his mailing address, phone number, everything else the same - he's had the same contact information for more than 12 years, so nothing new or groundbreaking. Only changed his e-mail address to a different one over the weekend. Zero balances on both cards, made several charges one month ago and paid in full as soon as the charges hit, and he has a very long positive credit history overall, so nothing new or weird.

Changing the e-mail address caused Chase to lock up his online access to both accounts where he had to speak to two different people in the fraud department and answer questions from both of them for thirty minutes. Yes, thirty minutes (including 7 minutes of being on hold and also being transferred back and forth). Both were from a different country and had a thick accent, so I'm sure that extended the process a bit, but 30 minutes with two different people was a bit long. They asked him questions including what his email address was that he had 16 years ago (one he doesn't even remember), and one that he never used with Chase.

Just random public records information, but I was surprised it took 2 people and 30 minutes just to get him access again. Chase is careful on newer accounts which I appreciate. but neither of us thought changing only his e-mail address and having no other rapid changes or anything else going on would create this situation.

I know that fraud is increasingly more prevalent and I appreciate Chase being careful. We just didn't expect this on accounts that were two months old.

I was actually pretty grateful that he doesn't have incorrect public records information on file. I personally have 3 items in my public records information that are not correct (i.e., name of street I lived on in 3rd grade - the answer public records shows is incorrect, so I just memorize the incorrect answer and provide that when asked, since none of those public records agencies is very willing to change incorrect information). It can be a challenge when your public records information is not correct. I am so glad he did not have that issue.

He's now back up and running again with his access and things are just fine.

I just wanted to let others know in the event that you have Chase cards that are just a few months old, and choose to change your e-mail address. It may or may not happen to you, but just providing a heads up. Have a good day.

Re: Chase card accounts, e-mail address change - fraud department

Discover2016 — Tue, 31 Jan 2017 16:10:54 GMT

Wow that is intense, 30 min! I also have info in public records that is incorrect and some info that absolutely makes no sense.

Re: Chase card accounts, e-mail address change - fraud department

Anonymous — Tue, 31 Jan 2017 16:15:02 GMT

@Discover2016 wrote:
Wow that is intense, 30 min! I also have info in public records that is incorrect and some info that absolutely makes no sense.

I know, Discover2016, isn't it annoying when your public records information is wrong? I hope you memorized those wrong answers!

My public records information also includes a state I never went to graduate school in nor lived in and I car I never owned. (and I'm quite positive that no one else ever used my identity - it's just the public records aggregators being sloppy and listing people with similar last names). It doesn't make sense, either.

Re: Chase card accounts, e-mail address change - fraud department

Discover2016 — Tue, 31 Jan 2017 16:28:14 GMT

@Anonymous wrote:
@Discover2016 wrote:
Wow that is intense, 30 min! I also have info in public records that is incorrect and some info that absolutely makes no sense.
I know, Discover2016, isn't it annoying when your public records information is wrong? I hope you memorized those wrong answers!

My public records information also includes a state I never went to graduate school in nor lived in and I car I never owned. (and I'm quite positive that no one else ever used my identity - it's just the public records aggregators being sloppy and listing people with similar last names). It doesn't make sense, either.

Yea it's pretty annoying, being forced to adopt faulty information. Only a few weeks ago I finally started to dispute faulty info, for example, some of my employer info was absurd, like just my first name being listed as an employer. Fortunately I was able to get it removed. I think the funniest faulty info on my reports is one of my past addresses, it doesn't even make sense, it's just random letters and characters jumbled together.

Re: Chase card accounts, e-mail address change - fraud department

Anonymous — Thu, 02 Feb 2017 18:04:54 GMT

@Discover2016 wrote:
@Anonymous wrote:
@Discover2016 wrote:
Wow that is intense, 30 min! I also have info in public records that is incorrect and some info that absolutely makes no sense.
I know, Discover2016, isn't it annoying when your public records information is wrong? I hope you memorized those wrong answers!

My public records information also includes a state I never went to graduate school in nor lived in and I car I never owned. (and I'm quite positive that no one else ever used my identity - it's just the public records aggregators being sloppy and listing people with similar last names). It doesn't make sense, either.
Yea it's pretty annoying, being forced to adopt faulty information. Only a few weeks ago I finally started to dispute faulty info, for example, some of my employer info was absurd, like just my first name being listed as an employer. Fortunately I was able to get it removed. I think the funniest faulty info on my reports is one of my past addresses, it doesn't even make sense, it's just random letters and characters jumbled together.

I agree, DIscover2016. I'm really glad you were able to get it removed. They probably did remove yours becuase they could tell your first name was not an employer. I gave up trying to remove my incorrect public records information, especially after seeing so many people who were not able to make any progress with LexisNexis, Sagestream/IDA and the others.

One thing that is amazing is that they didn't ask my husband a single current question from his credit report - only old public records questions from 16-20 years ago, and actually a lot of fake public records questions (gave him choices of streets that were not ones he had lived on, asked him to name an amount for a mortgage during a year he did not have a mortgage).

Of course he answered "none of the above", but the large number of fake questions and old public records information they asked was amazing. He had to answer "none of the above" to many of the fake questions.

One would think that asking him current credit report information, SSN, other current accounts on his report, recent transactions, or something related to actual identity verification would be much more important to ask than what e-mail address he had 16 years ago., but they did not ask any of that. Pretty amazing.

Re: Chase cards, e-mail address change - Fraud department

DeeBee78 — Tue, 31 Jan 2017 19:08:09 GMT

@Anonymous wrote:
Just a note that I hope may help someone. Your mileage may vary, but my husband just changed his e-mail address on his two Chase accounts (CSP and Hyatt) that are 2 months old.

He kept his mailing address, phone number, everything else the same - he's had the same contact information for more than 12 years, so nothing new or groundbreaking. Only changed his e-mail address to a different one over the weekend. Zero balances on both cards, made several charges one month ago and paid in full as soon as the charges hit, and he has a very long positive credit history overall, so nothing new or weird.

Changing the e-mail address caused Chase to lock up his online access to both accounts where he had to speak to two different people in the fraud department and answer questions from both of them for thirty minutes. Yes, thirty minutes (including 7 minutes of being on hold and also being transferred back and forth). Both were from a different country and had a thick accent, so I'm sure that extended the process a bit, but 30 minutes with two different people was a bit long. They asked him questions including what his email address was that he had 16 years ago (one he doesn't even remember), and one that he never used with Chase.

Just random public records information, but I was surprised it took 2 people and 30 minutes just to get him access again. Chase is careful on newer accounts which I appreciate. but neither of us thought changing only his e-mail address and having no other rapid changes or anything else going on would create this situation.

I know that fraud is increasingly more prevalent and I appreciate Chase being careful. We just didn't expect this on accounts that were two months old.

I was actually pretty grateful that he doesn't have incorrect public records information on file. I personally have 3 items in my public records information that are not correct (i.e., name of street I lived on in 3rd grade - the answer public records shows is incorrect, so I just memorize the incorrect answer and provide that when asked, since none of those public records agencies is very willing to change incorrect information). It can be a challenge when your public records information is not correct. I am so glad he did not have that issue.

He's now back up and running again with his access and things are just fine.

I just wanted to let others know in the event that you have Chase cards that are just a few months old, and choose to change your e-mail address. It may or may not happen to you, but just providing a heads up. Have a good day.

It's interesting that Chase is so concerned about security and fraud, but their website doesn't even use case-sensitive passwords.

Re: Chase cards, e-mail address change - Fraud department

Anonymous — Tue, 31 Jan 2017 19:51:20 GMT

@DeeBee78 wrote:
@Anonymous wrote:
Just a note that I hope may help someone. Your mileage may vary, but my husband just changed his e-mail address on his two Chase accounts (CSP and Hyatt) that are 2 months old.

He kept his mailing address, phone number, everything else the same - he's had the same contact information for more than 12 years, so nothing new or groundbreaking. Only changed his e-mail address to a different one over the weekend. Zero balances on both cards, made several charges one month ago and paid in full as soon as the charges hit, and he has a very long positive credit history overall, so nothing new or weird.

Changing the e-mail address caused Chase to lock up his online access to both accounts where he had to speak to two different people in the fraud department and answer questions from both of them for thirty minutes. Yes, thirty minutes (including 7 minutes of being on hold and also being transferred back and forth). Both were from a different country and had a thick accent, so I'm sure that extended the process a bit, but 30 minutes with two different people was a bit long. They asked him questions including what his email address was that he had 16 years ago (one he doesn't even remember), and one that he never used with Chase.

Just random public records information, but I was surprised it took 2 people and 30 minutes just to get him access again. Chase is careful on newer accounts which I appreciate. but neither of us thought changing only his e-mail address and having no other rapid changes or anything else going on would create this situation.

I know that fraud is increasingly more prevalent and I appreciate Chase being careful. We just didn't expect this on accounts that were two months old.

I was actually pretty grateful that he doesn't have incorrect public records information on file. I personally have 3 items in my public records information that are not correct (i.e., name of street I lived on in 3rd grade - the answer public records shows is incorrect, so I just memorize the incorrect answer and provide that when asked, since none of those public records agencies is very willing to change incorrect information). It can be a challenge when your public records information is not correct. I am so glad he did not have that issue.

He's now back up and running again with his access and things are just fine.

I just wanted to let others know in the event that you have Chase cards that are just a few months old, and choose to change your e-mail address. It may or may not happen to you, but just providing a heads up. Have a good day.

It's interesting that Chase is so concerned about security and fraud, but their website doesn't even use case-sensitive passwords.

Seriously! I completely agree, DeeBee!

Re: Chase cards, e-mail address change - Fraud department

Anonymous — Wed, 01 Feb 2017 01:39:31 GMT

One of the weirdest public records questions they seemed to use and that others have reported is being asked your astrological sign.

I know plenty of people who have no idea what their astrological sign is. One would think a business with serious interests would ask more businesslike questions, perhaps from his actual financial or credit history.

Re: Chase cards, e-mail address change - Fraud department

Discover2016 — Wed, 01 Feb 2017 01:48:08 GMT

@Anonymous wrote:
One of the weirdest public records questions they seemed to use and that others have reported is being asked your astrological sign.

I know plenty of people who have no idea what their astrological sign is. One would think a business with serious interests would ask more businesslike questions, perhaps from his actual financial or credit history.

Wow, that is a bizarre thing to ask!

Re: Chase cards, e-mail address change - Fraud department

Anonymous — Wed, 01 Feb 2017 17:47:13 GMT

@Discover2016 wrote:
@Anonymous wrote:
One of the weirdest public records questions they seemed to use and that others have reported is being asked your astrological sign.

I know plenty of people who have no idea what their astrological sign is. One would think a business with serious interests would ask more businesslike questions, perhaps from his actual financial or credit history.

Wow, that is a bizarre thing to ask!

Agreed, Discover2016. In this day and age I would think a business that is serious about security would ask more relevant businesslike questions.

Synchrony also asked my astrological sign during verification when I was approved for Total Rewards Visa. I would expect it of Synchrony, but not necessarily of Chase.

Luckily I know my astrological sign, but I know quite a few people who have no idea what theirs is. It renders the use of astrological sign as an ID verifier quite useless in that circumstance.

Re: Chase cards, e-mail address change - Fraud department

Anonymous — Wed, 01 Feb 2017 18:57:33 GMT

@Anonymous wrote:
@Discover2016 wrote:
@Anonymous wrote:
One of the weirdest public records questions they seemed to use and that others have reported is being asked your astrological sign.

I know plenty of people who have no idea what their astrological sign is. One would think a business with serious interests would ask more businesslike questions, perhaps from his actual financial or credit history.

Wow, that is a bizarre thing to ask!

Agreed, Discover2016. In this day and age I would think a business that is serious about security would ask more relevant businesslike questions.

Synchrony also asked my astrological sign during verification when I was approved for Total Rewards Visa. I would expect it of Synchrony, but not necessarily of Chase.

Luckily I know my astrological sign, but I know quite a few people who have no idea what theirs is. It renders the use of astrological sign as an ID verifier quite useless in that circumstance.

Some things that used to be good security questions are no longer considered useful, mother's maiden name being one as it is "generally available" by bad actors. But astrological sign doesn't seem a great substitute, for the reason you state, plus it is a simple function of birth date (also generally available), so while a bad person might not immediately have access to your sign, if they know your birthdate it would take, oh, 2 seconds to compute.

I did it so long ago but when you set up the chase web site, don't they ask you to set security questions. They could use those!

Edit: apparently an official term is Readily available biographical information, defined in the Code of Federal Regulatons , 47 CFR 64.5103 as

The term “readily available biographical information” means information drawn from the customer's life history and includes such things as the customer's social security number, or the last four digits of that number; mother's maiden name; home address; or date of birth.

These things are not allowed to be used for authentication for CPNI, so the banks may take a similar approach.