Not Logging Into Your Bank Of Brain Cells

, , , , | Working | April 23, 2020

(I recently cancelled my checking and savings account with my bank but still have their credit card, so I kept my online account. One day, I get an email that my User ID is locked for some reason; my account was reconfigured for credit only during the cancellation, so I figure it is due to that. They reset my account and I am able to log in again. The following week, I get the same email even though I haven’t logged in since the previous call. I call again to figure out what is going on.)

Me: “Hello! I’ve gotten a couple of emails that my User ID is locked. I got it fixed last week but it’s been locked again for no apparent reason. Can you see why it keeps getting locked?”

Customer Service Rep: “Sure, I can reset your account and get you back in.”

Me: “Thank you, but that’s not what I asked. I want to know why this keeps happening. Are you able to see anything on your end as to the reason it’s locked?”

Customer Service Rep: “Um…”

Me: “Is there a reason for the lock showing up on my account? It was recently reconfigured for credit only and I just need to know if I need to do anything on my end to fix it.”

Customer Service Rep: “There’s nothing different for credit-card-only accounts.” *after several minutes on hold* “It looks like it’s locked because of too many login attempts.” 

Me: “What?! I haven’t logged in at all this week. Could it be recognizing my attempts from last week before I called the first time? Can you see when these attempts were made?”

Customer Service Rep: “Your account’s been reset. Can I help you with anything else?”

Me: “Yes! You haven’t answered my question of why my account keeps getting locked!”

Customer Service Rep: “It’s getting locked because of too many login attempts.”

Me: “As I said, I haven’t logged in at all for over a week so I don’t think it’s me who’s been trying to log in! Can you see if there is a glitch somewhere, or maybe someone else is trying to access my account? Are you able to see when or where these logins were attempted?”

Customer Service Rep: “It just says you logged in unsuccessfully too many times.” 

Me: “I am literally not the one who was trying to access my account! I haven’t even gone to the website — or used the app — in over a week! When were these login attempts made? And can you see where they were made from?”

Customer Service Rep: “…”

Me: “Look, obviously something is wrong, whether it’s a glitch in the system or someone else is trying to access my account.” 

Customer Service Rep: “It’s getting locked because of too many login attempts.”

Me: “You’re not listening to me. What, if anything, are you able to see on your end as to when these login attempts were made?”

Customer Service Rep: “…”

Me: “Are you, or are you not, able to look further at the login attempts to see when or where they were made?”

Customer Service Rep: “Three attempts were made Friday, two attempts on Saturday, and eleven attempts on Sunday.” 

Me:Thank you. I definitely did not access my account on those days. I will be changing my username in addition to my password.”

(I have not gotten another “User ID Locked” email since then. SMH.)

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