Originally Posted by Tom Swift
When your customer is 6000 km away and won't be able to get to a branch for the next seven months, and you are sure of his identity, you should be flexible.
There is no way around that. For your protection & security, there is no flexibility in that regard. They're not sure it's you. The only way to be sure is to show up in person, with photo ID and have you sign documentation to reset anything.