Our Voices

Photo of Passwords and Secret Questions

Melina Young on October 10th, 2012 @ 03:50 PM 4 comments

A common question we get around here is regarding passwords for our Online Branch. The steps can sometimes seem laborious to members ("Why do I have to identify a picture every time?" or "I need how many secret questions?"), but they are put there for your protection. Also, the steps of entering your user ID on one page and password on another (after confirming a specific image) is called "dual authentication" and is a requirement placed on all financial institutions by the FFIEC. Here is a nice long document with all the details if you want to read it.

The regulations also require us to have everyone change their security questions every so often, which will often spur many of these questions. When it is your time to change your questions, it should prompt you the next time you log into Online Branch - easy. You can proactively update your image and security questions at any time in Online Branch under the Account Maintenance tab.

We have found that there can be an issue when it is your time to update your security questions and you log into Mobile Banking before getting to Online Branch. With the way the two systems talk to each other, all the member would see is a message that reads "Invalid Credentials" when they enter their user ID and password (to which, many say to themselves, "Nuh uh!"). We are working with our Mobile Banking provider to update the message to be a little more descriptive, and if you get this message in the future, try to log into Online Branch to see if it allows you to update your questions and fix the problem. Hopefully, this will not be a problem in the future, but just in case we wanted to make sure that you all knew what was going on. We apologize if this caused irritation or inconvenience for anyone.

Do you have any questions or comments? Please let us know (reply in the comments) so we can work on getting the issues addressed. Thanks!

4 comments

Matthew on October 11th, 2012 at 02:32 PM

Verity's online banking feature (app & website) are by far and away the most security challenged system I've ever used. The app constantly nags me with security questions, some of which are completely non-relevant to me. I'm always getting kicked out, logged out, denied access, it's making me push to switch institutions. I love security, and I love the idea of my money and transaction history staying safe, but seriously people, it's so secure I can't even access my own data most of the time! It's very frustrating, and Verity has nearly become a useless feature and app.

Melina Young on October 22nd, 2012 at 11:44 AM

Hi Matthew, thank you for providing your input on this matter - we do like hearing from you even if the feedback isn't completely positive because the only way we can get better is if we know there is something to fix! The security measures that we have in place may be robust, but they are in place to protect both our members and the credit union. As I said in the post, the FFEIC requirements have required us to have these measures in place - I apologize for any inconvenience this may have caused you. There was a connectivity issue that was causing some errors when members tried to log in over the last couple of months, but they should be resolved now. If you are still experiencing any problems with logging in, please do not hesitate to send us an email at OnlineBranch@veritycu.com or call us at (206) 440-9000, then we can see if we can identify and fix an issue for you right at the time to make sure you are well taken care of.

unhappy on November 9th, 2012 at 10:55 AM

We agree with Matthew. We have experienced so much frustration this morning with the security questions at online banking that we are considering moving our accounts (access denied even when the answers are absolutely correct!). When we called the main branch for help, we had to listen to a minute long advertisement for loans we don't need before we even receiving an automated menu. When we tried to access our account using the phone, it wanted a pin that was none of the numbers we currently use with our accounts, so access was denied. We then tried to talk to a person at the main branch, but got put on hold forever and never did get anyone. We finally reached a person at one of the local branches who was able to help us, but by this point we were pretty steamed. It should not take an hour to figure out what our checking account balance is, and when we are frustrated and experiencing problems with our account we shouldn't be advertised to.

Melina Young on November 20th, 2012 at 02:15 PM

Hi unhappy, I am really sorry to hear about the experience you had - it does sound frustrating. We strive to give everyone a positive experience, but sometimes things don't go completely as we plan. It is understandable that you would be unhappy after having an experience that is less than what you expected from Verity. I hope that we have since resolved your issue and that you have had only good experiences with Verity since this happened. If not, please feel free to send me an email at melinay[at]veritycu[dot]com and I would be happy to look into your specific situation further.

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