Frequently Asked Questions
How do I start using VoiceID?
You can enroll by simply speaking naturally to one of our representatives and your unique voiceprint will be created. Once you enroll, you can start using VoiceID straight away.
Is VoiceID secure?
Your voiceprint is securely stored and only works for verification within our system.
What if I have a cold?
Hundreds of voice characteristics represent your voiceprint, only a few of which are affected by a cold. A health condition that severely affects your voice, such as laryngitis, will lead to a failed authentication - in this case, we will verify you by asking security questions.
What happens if it does not work?
If you ever have problems, a representative can authenticate you with security questions. If your voiceprint fails to work repeatedly, we can delete your existing voiceprint and let you enroll again.
I enrolled in VoiceID so why are you still asking multiple security questions?
There may be instances, like too much noise in the background, for us to make a positive verification using VoiceID. In that case, our representatives will ask you security questions to protect you and your accounts.
What if I don’t enroll?
VoiceID is a faster security option for speaking with a representative. If you do not enroll, you will have to continue to answer multiple security questions every time you call — even for routine inquiries.
What if I enroll in VoiceID but decide I do not want to keep it?
If you find that you don’t enjoy quick, secure account access with VoiceID we can always un-enroll your voiceprint. On future calls, you will need to speak to a representative who will ask multiple security questions before giving you any account information.
I’m concerned about privacy. I do not like the idea of you recording my voice.
Currently, all calls are being recorded for quality and training purposes. We have a comprehensive information program in place, which is subject to internal and external benchmarking and audit. The program has been designed to protect, detect, and react to threats based on industry best practices using written policies, processes and procedures. It is entirely your decision as to whether or not you use VoiceID, which seeks to protect you with the same secure measures we use for your other private information.