The night I called to activate my new American Express card I was asked this question to verify my identity: “Name a relative over the age of 18.” I provided my father’s name. “Sorry, that name is not on the list.” Huh?
So much for identify verification when they have incorrect information.
Another security breach in my mind is attaching a phone number to the account that I never provided. I got this message: “I see that the phone number you are calling from matches your account.” Wrong. Turns out that American Express will collect phone numbers on you without your knowledge and associate them with your account. This certainly is not secure because it is an action behind the customer’s back.
There can be no security without accuracy.