I had a customer tell me that he hasn't used his online banking in a while, and he cannot remember his password. I tell him that I can go ahead and reset his PIN, and by doing so, he will have to use a temporary username to go along with a temporary password. This temporary username is a 12-digit number, and I tell him this information, to which he nods in understanding. I ask him if he is ready for the number, and he says yes. I have never stared in disbelief for so long in my life."