Concern Regarding Request for Full ID Numbers via Email and Customer Service Conduct

I am writing to raise a serious concern regarding the ongoing requests for full ID numbers and personal information to be provided via email AND PHONE CALLS before any assistance is offered. In the current climate, where ****s, phishing, and *****ulent phone calls pretending to be from banks and service providers are increasingly common, this practice poses a significant security risk to your customers.

Requesting such sensitive information via unsecured email channels is not only unsafe but also makes your customers vulnerable to identity theft and *****. I would like to know:

What safeguards are in place to ensure our data is protected if full ID numbers are shared in this manner?

Who will be held responsible if a data breach occurs or if a customer suffers financial loss as a result of following your instructions?

Why is there no alternative verification method that is more secure than email OR PHONE CALLS. All financials service has different option. YOU ASK A OTP NUMBER WHEN LOGGING IN ON THE SERVICE WHY NOT THE SAME OPTION?

Additionally, I must express disappointment in the general level of support received from your customer service and online teams. Emails often go COPY AND PASTE STANDARD MESSAGES DONT READ WHAT IS ASKED, and when responses are provided, they do not seem to reflect an understanding of the customer's query or concern. The tone can at times be dismissive or unhelpful, which is unacceptable when dealing with sensitive and personal matters.

I strongly urge your company to:

Re-evaluate your ID verification policies to align with safer, industry-standard practices.

Train your customer service staff on data privacy, security awareness, and professional customer handling.

Ensure that escalations to managers are taken seriously and followed through.

Improve responsiveness and comprehension when dealing with customer emails.

As customers, we expect to be treated with respect and to have our concerns taken seriously — especially when they relate to our safety and financial wellbeing.

I look forward to your prompt response and to seeing meaningful improvements in the way these issues are handled.

Kind regards,