sorry about that

i received a call from a filipino living in Texas. a security block was was placed on his credit because of the recent activities made on it. as part of the procedure, to be able to remove the security hold, i need to run security questions. i know, and i can feel that the caller was the true person, the legit cardmember. the only problem is that, he cant recall the details, the correct info or answers to the security questions i asked from him. as i expected, he didn't pass. i wanted to help him avoid some inconvenience but, as a policy, if a cm failed, documentations need to be submitted. i requested the cm to send a copy of his driver's license and utility bills. he pleaded, he insisted me to ask some more questions, he even volunteered to give out other personal infos just to convince me he wasn't fraud and i do believe him but, i cant take control of the situation. a policy is a policy . we need to adhere. so, i told him to do send the docs and we can take care of everything once we received them. the cm just requested the account be cancelled. seriously, i really felt sorry for him. i felt real bad because he's a kababayan. and i wasnt of help to him.