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Scenario Background.
The user is trying to log into the website of Washingon Mutual, so they can review their full mortgage account history.
Their last log in was months ago.
They do not have any of their financial information available to them.
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WaMu.com: Washington Mutual: Home of WaMu Free checking
[Selected: Your Accounts]
Please log in to view your accounts
Username?
Password?
[Username Guess 1]
[Password Guess 1]
Fail. Verify that CAPS lock is not enabled.
[Username Guess 2]
[Password Guess 1]
Fail. Verify that CAPS lock is not enabled.
[Username Guess 2]
[Password Guess 2]
Fail. Verify that CAPS lock is not enabled.
Fourth failed attempt will lock account access.
Contact Customer Service at 800 788 7000
[Dialing 1 800 788 7000]
Thanks for calling Washington Mutual
Para informacion en Español, marque ocho.
To proceed, be sure to have your debit card or account number available.
[sigh]
Or, you can manage your account online at wamu.com
[sigh]
Feel free to key ahead at any time.
[no response]
- For information on existing Personal Accounts Checking savings CDs, and IRA accounts, press 1
- For information on existing small business accouns including checking, savings, and money market accounts, press 2
- For information on other existing personal or business accounts, including credit cards, mortgages, and other loans, press 3
- To open a new account, renew a CD, or apply for a loan, press 4
- To open a new account, press 4
To proceed, you must select one of the four options.
- For information on existing Personal Accounts Checking savings CDs IRA accounts, press 1
- For information on existing small business accouns including checking, savings, and money market accounts, press 2
- For information on other existing personal or business accounts, including credit cards, mortgages, and other loans, press 3
- To open a new account, renew a CD, or apply for a loan, press 4
- To open a new account, press 4
To proceed, you must select one of the four options-
3
To proceed, you-
3
To proceed-
3#
To-
[Hang up]
[Dialing 1 800 788 7000]
Thanks for calling Washington Mutual
Para informacion en Español, marque ocho.
To proceed, be sure to have your debit card or account number available. Or, you can manage your account online at wamu.com
[no response]
Feel free to key ahead-
3
- For help with your existing personal credit card, press 1
- For help with your personal mortgage, press 2
- For help with your personal home equity or line of credit, press 3
- For help with your existing business mastercard, press 4
- For help with your existing business loan, press 5
- To return to the previous menu, press *
- For help with your existing personal credit card, press 1
- For help with your personal mortgage, press 2
- For help with your personal home equity or line of credit, press 3
- For help with your existing business mastercard, press 4
- For help with your existing business loan, press 5
- To return to the previous menu, press *
I am now connecting you with a telephone banker.
To ensure you have a quality experience with Washington Mutual, your call may be monitored or recorded.
Telephone Banker: Thank you for calling Washington Mutual, may I have your account number?
User: I don't have my account number
TB: No problem, may I have your Social Security Number?
User: [SSN]
TB: May I have your full name and Date of birth?
User: [Full Name]
User: [Date of Birth]
TB: I’m sorry, can you repeat the SSN?
User: [SSN]
TB: I'm sorry, but this is not a business account, I need to transfer you to a personal account representative.
User: All I need is to have my web password reset and sent to my email address of record.
TB: I’m sorry, but I don't have that access. I’ll have to transfer you.
[hold music]
Would you like information on refinancing or new products? Press 1
[no response]
We value your opinions and are conducting a brief survey.
To participate after you have completed your banking, press 1; otherwise press 2.
1
Please enter your loan number.
[no response]
If you don't know your loan number, press #
#
Please enter your Social Security Number.
[SSN]
Please enter your ZIP code.
[ZIP code]
Does the property contain the numbers [X and Y]? If so, press 1, otherwise press 2.
1
Your last received payment was [last payment information]
- For payment by phone, press 1
- For payoff requests or refinancing, press 2
- For insurance or escrow, press 3
- For privacy policy, press 4
- For general loan information, press 5
- To repeat this menu, press 8
- To return to this menu at any time, press **
To speak to a customer representative, press 0
0
To make a payment change or an escrow change, press 1
[no response]
To speak to a customer representative, press 0
0
Please wait...
[no response]
Please wait...
[no response]
Please wait...
[no response]
Please wait...
[no response]
Your call was unable to be completed, please hang up and dial again.
[dial tone]
3 comments:
I suggest you get a book on hacking, or more correctly cracking. It would perhaps be more efficient. It would almost certainly be more interesting.
Here's the kicker:
In attempting to distill this post into a comment to send to their website's feedback form - I hit submit only to receive an error message:
"Please enter valid text in the Message field."
No instruction as to what valid is (do I have illegal characters in there? is the message too long?)
I still don't know what was wrong, but the likeliest candidate was length. So, I chopped the message down until there was virtually no content - pointed them to this post and told them that their contact form's validation message was unhelpful.
Ya gotta admire their consistency: Uncaring from start to finish.
I swear to GOD that I had almost the EXACT SAME experience with them!
Except I did get a person (after my log-in wouldn't work on-line) and I had to speak to three people before anyone could understand that my "last monthly payment" (which I was reading from my checking account) didn't match their system because I have this accelerated payment system.
Whatever happened to customer service? Why are we at their mercy???
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