Early resolved case summary #10: Bank improves its credit card account verification practices after challenge from customer - February 20, 2014

An individual complained that her bank required the last six digits of her Social Insurance Number (SIN) to set up a "verified credit account" for online purchases. She believed this practice was inappropriate and that an alternative method not requiring SIN information should be available. The bank initially stated an alternative existed through commercial websites, but the complainant noted this was not clearly communicated. The OPC highlighted a comparable case where a lack of transparency regarding authentication alternatives was found. Following this, the bank decided to discontinue the SIN-based authentication method entirely and update its website. The complainant was satisfied with this resolution, and the OPC confirmed the website changes.