- If you sign up on OCS site, it said you can create a password up to 30 characters (and accepts a 30 char PW as such). By inputting a lengthy PW, you're trying to be proactive with your security, or so you think....
- ...BUT WAIT! After you've created your OCS account and try to sign in, IT FORWARDS YOU TO THE TU MEMBERS SITE WHERE THE PW BOX ONLY ACCEPTS 15 CHARS!!! WTF!!! See for yourself -- after being forwarded from OCS to Members TU login, hold a key down in the password box and you will notice it only goes to 15 chars. How do they not realize this blatant discrepancy/failure between OCS sign up 30-char password length --> Members TU sign in 15-char password length??
- So you can't even login at that point and then need to reset password... ok, fine... should be easy enough, right? BUT WAIT! if you try to reset your password AND created a secret question/answer pair upon signup that used 2 words with a space between them (OCS site didn't say this wasn't allowed during sign up, and system accepted it upon account creation), during a PW reset the TU Members site WON'T ACCEPT your secret answer/spaces and throws the error "Sorry, but your answer cannot contain your password." WTF???
- Since the site won't accept your lengthy PW or secret question/answer pair to reset your password, you're now forced to call India outsourced customer support (which has horrible call quality/static line noises/audio cutting out) to ask them to reset your password, whereby they tell you to "clear cookies, reboot your computer, use incognito mode etc" and blame the user for site's inept login/PW reset experience. Meanwhile you try to explain to them the OCS sign up accepts a 30-char PW but redirects to the Members site for login which has a 15-char password limit, but they tell you everything is working normally and there's nothing wrong with the site!!!
- Then they say they've reset your PW and sent you an email w/ a temporary password... BUT WAIT! The temp PW email doesn't show up in your inbox!!! As you sit on the line endlessly refreshing your mailbox, they tell you to "check your junk mail folder" and blame YOUR email provider for the delay (seriously? Gmail, Outlook, Hotmail etc are pretty much instant).
- After waiting 1+ hours, you FINALLY receive the temp PW email from horribly slow servers, and try to use the temp password... BUT WAIT! After entering it the site says you now he to enter an AUTHENTICATION CODE from a 2ND EMAIL, which has yet to be sent to you!!! So you he to wait for ANOTHER delayed email which is only triggered to send once you enter the temp PW!!!
- FINALLY, after 2+ hrs of waiting, you receive both the temp password & authentication code emails. Breathing a sigh of relief that this nightmare will soon be over, you go back to site and start inputting them, fully expecting system to finally allow you to self-reset your PW. You press and... BUT WAIT! Site now says "YOUR ACCOUNT HAS BEEN SUSPENDED, PLEASE CONTACT CUSTOMER SUPPORT"!!!!
...
YEEEEEEAAAAAARRRRRGHHHHHHHHH!!!!!
...
- So now you he to call back to India, verify yourself, ask them to unlock your account AND ask them to reset your password AGAIN (send temp pw emails etc), AND THEN GO THROUGH THIS WHOLE BLOODY PROCESS ONCE AGAIN!!!
.......
WHAT A COMPLETE F'N NIGHTMARE AND WASTE OF TIME. DEALING WITH THIS WAS SO EXHAUSTING AND INFURIATING... IT'S ENOUGH TO CAUSE A PERSON TO HE A STROKE!
If they can't even get basic site UX right, what hope do we he that our credit reports are secure? Everything is outsourced with this company and it shows.
If they could just fix the OCS/TU Members site password 30/15-char limit and secret answer "spaces between words" issues, none of this would've been a problem in the first place... but won't hold my breath. Complete UX fail and incompetence at the highest level!!!