Registration: Identity Verification asks me to confirm details on accounts that I do not have!

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  • Updated 5 years ago
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Registration: Identity Verification asks me to confirm details on accounts that I do not have!

I'm currently stuck on step 9 of registration. The first two questions concern an account that I know I do not have - I'm a lifelong renter who has never owned property, and they are about a supposed mortgage I opened in April 2003 (??).

I'd prefer to avoid my application being canceled, so, what should I do?
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Posted 6 years ago

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Mike Ferrari, Co-Founder

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Official Response
Jacqui,

For regulatory and security reasons, we outsource the identity verification quiz to a company called Equifax, one of the world’s largest online verification services. For the security of our users, we do not see the questions or the answers that you are given during the registration process. Please answer the questions to the best of your ability. By failing the quiz, it simply means that Equifax was unable to verify your identity online, and this could have been from a number of different reasons other than answering the questions incorrectly.

For those users that fail the quiz and we are unable to verify their identity online, we have implemented a mailing in order to enable you to complete the identity verification process while your account is pending. A letter will be mailed to the address you provided during the registration process. Once you receive the letter, simply complete and sign the form and mail it back in the pre-stamped return envelope. Once we receive the completed letter, our banking partner West Bank will process your application manually which usually takes 2-3 business days. You will be notified via email once your application has been processed.

Sorry for any inconvenience, but we take security very seriously and this process is in place for the security of our users.

Thank you.

Mike Ferrari, co-founder