Futures and Options

Just another town along the road.

Wednesday, July 29, 2009

More things I just plain do not understand

Told you I’d continue it someday.

This is not so much a “thing” in the sense of a named event or entity, but it’s still a situation that baffles me:

For the past several years, I have been receiving E-mails intended for someone else due to a similarity in our addresses.  Mildly annoying because the majority of these misdirected E-mails have been the result of this other person mis-typing her own E-mail into form subscriptions or contact lists, so it’s not like strangers are making the typos; she should know her own E-mail address.  Yesterday she enrolled in online banking through Wachovia.  Using my E-mail address.  Ponder the consequences of that for a moment.

All of that, however, is mere background to the upcoming absolutely stunningly illogical event that is about to occur.

Being a (relatively) nice guy, I forward the welcome message to Wachovia’s customer service department notifying them that I did not have an account with their company and that I should not be receiving information about someone else’s bank accounts.  (It might just be me, but I don’t think it’s a particularly good thing for strangers to receive each other’s banking information.)  I received the following response from Wachovia:

Unless you are a customer, we are unable to de-enroll your e-mail address.

That’s right.  Because I was not a customer, they refused to stop sending me E-mails containing someone else’s account information.

In the meantime, while waiting for their reply, I received a “daily balance notification” letting me know how much money was in an account that didn’t belong to me.

I notified Wachovia again.  Same response.

Unless you are a customer, we are unable to de-enroll your e-mail address.

After receiving several more E-mails from Wachovia containing information about an account that did not belong to me (and notifying Wachovia each time), I finally received a reply from a higher-level customer service manager.

I have contacted the customer who had your e-mail address on file. I have found that there was a typo in the e-mail address. I have taken care of this issue.

A few minutes later, I received an E-mail from Wachovia’s automated online banking system:

Our records indicate that you recently added or made a change to one of your email address(es). This notification is to confirm that you initiated this change.

All it took was repeated pushing on my end to get them to correct the issue.  If I had given up after the first response, I would still be receiving information about an account which I do not own.

It should not take repeated notifications on my part for a bank to stop sending me the account information for a stranger.  They should have suspended the account’s automated E-mails immediately after my initial notification to them and then contacted the account holder about the mix-up rather than doing nothing until I harassed them enough to get it kicked up to an upper-level representative.

Wachovia, I have a suggestion for a new slogan:

Online banking security; we’re doing it wrong.

posted by Zenmervolt at 14:35  

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