Handlin said she told the company that while it can focus on fraud prevention in the back office, “that doesn’t mean it’s okay to lose sight of the customer-facing side of the company.”
“For for all intents and purposes, there is none, and to me it is absolutely unacceptable that it is impossible to reach a human being,” she said.
Handlin said she told the executives she is considering “various potential legislative responses” to better protect consumers, so consumers can be notified of suspicious activity on their accounts.
“State governments can’t legislate what a company does internally, but what we can do is consider the question of whether a company is trustworthy enough to be a partner with us, for example, at places like Newark Airport and N.J. Transit facilities,” Handlin said.
The executives apologized for her experience, she said, noting they were willing to continue to discuss the issue or even come to a public forum, should Handlin schedule one.