Due to suspected fraud, my bank changed my credit card number. In HelloWallet, this account went into Fix It state, and a new account with no nickname was automatically created for it.
What is the preferred way to handle this in HelloWallet? There are things recorded under the old HelloWallet account that I would like to preserve (for example, the categories for repeated transactions).
CC numbers changing due to suspected fraud or lost/stolen card is unfortunately quite common, and I believe HelloWallet should handle this in one of the following ways (in descending order of preference):
1) When the financial institution no longer has a CC available for sync, and a new account appears with the same balance, the user should be prompted with the question "Did the CC number change for this account?" and if the answer is yes, the CC number should be changed for the HelloWallet account.
2) If the first option is not possible, then the Fix It dialog should include the ability to select the option for "the bank changed my credit card number". When selected, the user should be prompted for the new CC number. HelloWallet should then handle this as in option 1.
3) Failing the above two options, or until one is implemented, the Fix It Messages help page (https://support.hellowallet.com/customer/portal/articles/1244573-fix-it-messages) should have a section titled "The bank changed my Credit Card number", with the recommended manual procedure.
For now, I was considering the following:
1) Disconnect the existing account in Hello Wallet
2) Create a new account with the new CC number
3) Move all historical transaction on the disconnected account to the new connected one.
To connect the new card, the steps you outlined would be the correct ones. Our aggregation technology at the current time doesn’t allow for the suggestions you made about how to handle this, but it is constantly improving and we hope to have some more options in that way soon.
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