Remember that members can change their username from their account number to a personalized name. If the above situation were to happen, it is possible that the member has set up a personalized username and has forgotten that name. (Use the link below for instructions on how to see that member's username.)

SECURITY BEST PRACTICE TIP: Never release a member's online banking username until you have carefully verified the member's identity. For example, ask for answers to some out-of-wallet type questions (mother's maiden name, Code Word, direct deposit information, birth date, listed mailing address, etc.)