I bought a new truck and wanted to set up online payments at Huntington Bank. So I went to the home page and couldn’t quite figure out how to get set it up, A helpful chat window popped up:
So I chatted with “Amy”, somewhat annoyed that I couldn’t just use a link, fill out a form, etc. Amy asked a variety of automated questions to establish my identity, which i answered helpfully. I didn’t realize I was in fact interacting with a web form until Amy asked me to verify an ancient address and I got cute: “Amy(NMLS ID: 808149): Which of the following street addresses in ‘Columbus’ have you ever lived at or been associated with?
Amy(NMLS ID: 808149): 13086 Eagles Lndg
Amy(NMLS ID: 808149): 2065 Jefferson St Sw
Amy(NMLS ID: 808149): 227 Jackson St
Amy(NMLS ID: 808149): 7723 Debonaire Dr
Amy(NMLS ID: 808149): Either 1) None of the above or 2) I have never lived or owned property in this city
John McClintock: 227Jackson st Can’t you be replaced by a web form?
Amy(NMLS ID: 808149): I am sorry but I do not know what you mean by ‘ Can’t you be replaced by a web form?’, can you please explain?
John McClintock: I am trying to endear myself to you.
John McClintock: 227 Jackson
Amy(NMLS ID: 808149): Thank you! I have successfully verified you and I am happy to help.”
Amy then supplied me with a user name and password so I could proceed.
As it turns out, I’m going to refinance my Huntington loan with my credit union, not because of Amy, who I think means well, and actually did a creditable job, but because Huntington wants to charge me $5.00 to pay online from my non-Huntington checking account, and because I can get a lower interest rate, as well as a cash-back incentive. And the credit union is downstairs from my work, and the people there are actually pleasant and helpful.