We Will Wear You Down

  So I get this Email from Wells Fargo Digital Channels Group Fraud Operations telling me they would like to verify some recent activity on my account.  They also, in their helpful way, informed me that my Wells Fargo accounts(s) are being protected from unauthorized access by restricting my online access.

  They give me an 800 number to call and discuss this in further detail along with specific time they would talk to me; by the way the restricted access will remain in effect until I comply with their ‘suggestion’.

  Firstly, I was suspicious because I’ve heard the horror stories of fake email messages used to steal identities; so I went to the Wells Fargo page and called the 800 number posted on the verifiable web page. 

  I got the computer robo prompter.  It asked me for my account number, which sheepishly I couldn’t remember. So I had to talk to a human being, which was fine by me.  The ‘banker’ on the phone asked a number of identity verifying questions;  last four of my social security; my on-line ID for my account; weight of an gold atom; things like that.  Then the all sacred, ‘What is your ATM PIN number?”  I said I don’t have one, (which I don’t.) 

  That shut down the process.  I was told I would have to go into a brick and mortar bank and present identification to one of the bank officers to prove who I was.  I was not happy about the prospect, but after I cooled down I complied.

  I was surprised there were so many people in a bank on a beautiful Saturday morning.  When it was my turn, I was led to a bank officer. Diamond Daniels is a friendly young banker at our local Wells Fargo Bank. She helped me with placing the call to the computer robo who would route us to a real-live-banker; contrary to assumptions they too have to face down the computer prompter.  They were told my story and tried to transfer me to a representative for on-line banking. The On-line banking representative asked me the very same request for information I gave to Ms Daniels, who also gave to the robo-computer-prompter.  So I told my tale to the representative who promptly gave me a temporary password to get back on my account:  it didn’t work.  They gave me another password, it too did not work.  They then asked me for my ATM PIN number, I again told them I don’t have one.  Their resolution was to transfer me to the Fraud Squad.  We were put on hold and I suspect Diamond is still listening to musak to this very day.  I told her I had to leave, it was the weekend and I had chores to do.

  The following work day I called the Fraud Squad number (no longer fearing fraud) and got the computer that asked me my account number (fortunately Diamond fetched that for me) I entered it.  Then it asked me for my ATM PIN number.  It would not respond to “I don’t have one” and transferred me to a live banker.  The Banker asked me for my name, account number and on line name.  I tell her my tale of woe and she assures me she can help, and gives me a temporary password:  It didn’t work.  I told her this happened on Saturday with a real-live-in-the-bank person. She decides to transfer me to an on-line-banker who wants the same information I’ve given five bankers.  I cut her off with my story and that telling her my information won’t help, just connect me to the Fraud Squad.  She transfers me.  I wait…then the robo-computer tells me I can’t get through and cuts me off.

It’s been a week and I still can’t get into my account.

This is not fiction.