On a recent weekend, I got a text from my bank that they had declined a charge to one of my business accounts. I called them back and they let me know there had been a couple of weird charges on the account that their AI system detected. This seems to happen every year or two so I wasn’t overly worried. I cancelled the card and ordered a new one.

A day later, my wife got a call about our credit card with the same issue. She cancelled the card and got new ones ordered. However, I use that card to travel and I had a trip booked. Suddenly I was without a credit. Luckily, we have another card for my wife’s business that I could use. I called the bank and had a card expedited, but the situation created some stress. In fact, I panic-bought an RFID-shielded wallet. I’ve resisted for years, using an older, large wallet me daughter bought for me one Father’s Day that always reminds me of her. The timing across a few cards was weird, and I suspect my wallet got scanned somewhere and both card numbers were stolen.

A few things. First, be careful with the new tap cards, as they can be scanned and read from a distance, albeit a short one. Second, having a spare payment method might be nice in this age of non-cash transactions. Third, why is technology failing with new cards?

I lost a card last year and knew it was gone. There were no charges, but I couldn’t find it and needed a replacement, so I cancelled it and ordered a new one. In minutes the digital cards on my phone (and watch) had been replaced. I had new numbers and could transact business.

Why would this be different? The banks arguably have better knowledge of my digital wallets, and replacing those is much easier than relying on a snail mail server and the time it takes to deliver cards. In my rural area, we regularly have reports of stolen mail, with thieves targeting credit cards and physical checks sent by snail mail.

This was a minor issue in my life, and I am fortunate I have other ways to manage payments in this minor crisis. I was (and am) happy that AI systems are often detecting fraud. I haven’t had any fake charges go through in a decade and almost every real charge is approved, even with my crazy travel schedule. However, I’m disappointed in technology in this case.

Many organizations are engaged in a digital transformation. They’re hiring software developers and trying to take advantage of all the data they have to improve services and efficiency. Security, service, and spending would be served better with a little technology improvement here.

Steve Jones

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