well its pretty obvious that the customer care guy has the responsibility to change anything from an account on getting the information from the 'account holder'.i seriously do not blame them for not accepting the information from a third party. they are just following the protocol which i think is correct.but the problem remains, they cant do a voice verification. and most of the information they require for approval can easily be obtained by a third party.i think they ask for details like:name, address, date of birth and of course the account number. none of this information is hard to get.but then it would become a hassle for me as a customer if they make it compulsory for me to let's say speak out the last 3 transactions conducted on my bank account.it's a catch-22 situation in the end.