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Inaccessible phone-based authentication for banking

💸 moneyproduct problemSingle report ●●●●● severity 3/5

A Chase customer reports that the bank requires them to call and have their physical debit card available to access the website, which creates barriers in public spaces, for those with hearing loss, or in noisy environments.

Who's affected: A Chase customer, particularly those with hearing impairments or those needing to access accounts in public settings.

⚠️ Single report. This is one person's account. We mark it so until more voices confirm it.

What people do today

🔧 Fix this

Ideas a builder, maker or community group could start on:

  1. Implement a secure push-notification verification system within the mobile app as an alternative to phone calls.
  2. Develop a text-based or email-based one-time passcode (OTP) system that complies with modern security standards.
  3. Create a dedicated accessibility-focused authentication portal that allows for non-verbal verification methods for users with hearing impairments.
I want to build this

Real voices

“Chase should not require users to call and have their debit card available to get onto the site. This feels scammy and is impossible to do in a public place, and challenging for users with hearing loss or distractions in the background.”

Source: App Store review: chase

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