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I understand their concern but what bothered me was the fact that they insisted that I show up in person to reset the account. They agreed it was me on the phone and I had confirmed with them the year before that if I set up a joint account with my sister, she could do any maintenance if required. It seemed like a very narrow and provincial view. 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.
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