Afraid to call bank because of voiceprint identification

GetHuman3239460's Dispute a Charge issue with Direct Express from July 2019

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Card number, Name on account, Last 4 of SSN, Address on account, and Your birthday
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You can also dispute a charge through the app. Once logged in, look up your ride under Your Trips, select the ride that you wish to dispute, then click "I would like a refund" and then select the reason for the refund request.
The issue in GetHuman3239460's own words
An ATM in Mexico failed to give me the cash that it deducted from my Direct Express account. Banco Santander, the recipient of the money, refuses to refund it. I am unwilling to call Comerica or any financial institution, because I fear the system of biometric identification by voice. I believe it is quite unreliable and a security risk to the caller. How can I resolve this without calling by phone? These are my concerns with the voiceprint identification system:**- Confidence in identification by voice print can be no greater than the confidence that the voice print used as the basis for comparison is really from the voice of the person being identified. How is this association established? What is the source of the voice prints used for comparison? This information should be provided to the caller upon request. At some point, the identity of the person from whom the voice print is taken, was established by presenting traditional documentation. How then does comparing a voice print result in more reliable identification than presenting oneself in person at the bank, with complete government-issued identification documents?**- Modern computer systems are capable of artificially mimicking any human voice. This capability can easily be used by anyone with the appropriate software, to fool a system of voice print identification. What protection do your clients have against their accounts illicitly accessed in this manner? See this link - http:***news*innovation*item*****-uab-research-finds-automated-voice-imitation-can-fool-humans-and-machines. **- The quality of both the voiceprint used for comparison, and also the voiceprint taken from the person depend on variable, and maybe unknown. quality of the electronic apparatus used to record them, and also the quality of the wired or wireless connections used to transmit them over a distance.**- There is not enough data available to judge the reliability of voice print identification. The technology simply hasn't existed for long enough. There would need to be a very large number of samples taken from people at two different points in their lives separated by a span of years, to ensure that the voiceprint does not change, with age, illness, injury, intoxication, or for any other reason. Someone knowledgeable in probability and statistics could verify that the data in existence is insufficient for this purpose.
I understand that voice identification is a key part of the push to eliminate cash, but it is unworkable. Hopefully there will be an acknowledgement of this before more damage is done.
please provide email address
I contacted Banco Santander, the party that received the money from the failed ATM transaction
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Direct Express

Dispute a Charge issue
Reported by GetHuman3239460
Jul 13th, 2019 - 4 years ago
Not resolved
Seen by 24 customers so far
Similar issue to 13315 others
0 customers following this


GetHuman3239460 started working on this issue
Jul 13th, 2019 12:36am
GetHuman3239460 indicated the issue is not fixed yet.
Jul 15th, 2019 4:32pm
GetHuman3239460 indicated the issue is not fixed yet.
Jul 18th, 2019 12:55am