Identification Matrix

Last updated: March 20, 2019
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Call RequestBasicSpouse / Domestic Partner (Non Restricted states)Additional Card MemberAuthorized Third PartyPower of Attorney / Guardian / ConservatorUnauthorized Party
Account Status / aging / balance – verify / release1 ID question1 ID question1 ID question1 ID question1 ID questionNot allowed
Address Change*2 ID questionsNot allowedNot allowed2 ID questions2 ID questionsNot allowed
Email Address Change / Edit / Delete2 ID questionsNot allowedNot allowed2 ID questions2 ID questionsNot allowed
Consent for email confirmation1 ID questionNot allowedNot allowed1 ID questionNot allowedNot allowed
Cease and Desist1 ID question1 ID questionNot allowedNot allowed1 ID questionNot allowed
Current balance or Zero Balance Letter to Billing AddressNo ID RequiredNot allowedNo ID RequiredNo ID RequiredNo ID RequiredNot allowed
Delete Authorized Party1 ID questionNot allowedNot allowedNot allowedNot allowedNot allowed
Dispute a Charge (open inquiry) Close a CaseNo ID RequiredNo ID RequiredNo ID RequiredNo ID requiredNo ID RequiredNo ID required
Fax Current Balance / Zero Balance Letter to Billing Address1 ID questionNot allowed1 ID question1 ID question1 ID questionNot allowed
Fax Statement, Current Balance or Zero Balance Letter to alternate address2 ID questionsNot allowedNot allowed2 ID questions2 ID questionsNot allowed
Initiate a Wire Transfer1 ID questionNot allowedNot allowed1 ID question1 ID questionNot allowed
Payment on an Account (electronic or pay by phone, or post-dated check to be run by the OA)1 ID question1 ID question1 ID question1 ID question1 ID question1 ID question
Update Payment on an account (for example payment method or dates) NOTE: A scheduled payment may only be modified by the individual who set it up, or the Basic CM (if set up by non-CM)1 ID question1 ID question1 ID question1 ID question1 ID question1 ID question
Payment / Credit amount and receipt date VerificationNo ID requiredNo ID requiredNo ID requiredNo ID requiredNo ID requiredNo ID required
Phone Number Change2 ID questionsNot allowedNot allowedNot allowed2 ID questionsNot allowed
Promise to Pay (no information release)No ID RequiredNo ID RequiredNo ID RequiredNo ID RequiredNo ID RequiredNo ID Required
Provide billing date / closing date / statement closing date1 ID question1 ID question1 ID question1 ID question1 ID questionNot allowed
Release Anniversary DateNo ID requiredNo ID requiredNo ID requiredNo ID requiredNo ID requiredNot allowed
Settlement, CARE,OASIS, APOLLO (Reinstatements) (Eligibility rules apply)1 ID questionNot allowedNot allowed1 ID question1 ID questionNot allowed
Statement copy, to billing address1 ID questionNot allowed1 ID question1 ID question1 ID questionNot allowed
Status of Billing DisputesNo ID RequiredNo ID RequiredNo ID RequiredNo ID requiredNo ID RequiredNo ID required
Verify Banking Info (PBP) (Do not release)1 ID question1 ID question1 ID question
(own bank account only)
1 ID question1 ID question1 ID question
Verify E-Mail Address (Do not release)1 ID questionNot allowedNot allowed1 ID question1 ID questionNot allowed
Verify / Release the Names of Additional Card Members1 ID questionNot allowedNot allowed1 ID question1 ID questionNot allowed

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