Great User Experience – If it actually worked…
Steve Furman found out that an elaborate multi-channel campaign does not necessarily work. Mellon Investment asked him to confirm his tax payer identification number (TIN), by either phone or internet. However, he eventually had to print a PDF document, fill it out by hand, and use USPS to get it back to Mellon.
What went wrong?
On the Internet, the regular login worked, but he was locked out of his account when he was asked to repeat the credentials when confirming his TIN.
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