What is the process that others are taking when a customer calls in to our Call Center requesting a change of address and 2-3 days later requests a new debit card? We would mail the Red Flag letter out for the change of address, but how many days from the date of mailing the red flag letter would seem sufficient before ordering the new debit card? I don't think it makes sense to just depend on the customer after receiving the Red Flag letter to contact us if it is a fraudulent change of address.

Does your Red Flag letter require an affirmative response from the customer?

"prescribe regulations applicable to card issuers
to ensure that, if a card issuer receives notification of
a change of address for an existing account, and within
a short period of time (during at least the first 30 days
after such notification is received) receives a request for
an additional or replacement card for the same account,
the card issuer may not issue the additional or replacement
card, unless the card issuer, in accordance with reasonable
policies and procedures—
‘‘(i) notifies the cardholder of the request at the
former address of the cardholder and provides to the
cardholder a means of promptly reporting incorrect
address changes;
‘‘(ii) notifies the cardholder of the request by such
other means of communication as the cardholder and
the card issuer previously agreed to; or
‘‘(iii) uses other means of assessing the validity
of the change of address, in accordance with reasonable
policies and procedures established by the card issuer
in accordance with the regulations prescribed under
subparagraph (B)."
This quote was taken from this link http://www.gpo.gov/fdsys/pkg/PLAW-108publ159/pdf/PLAW-108publ159.pdf

In order to be sure that we follow "reasonable policies", we DO NOT mail a card to a new address unless the address has been on file for more than 30 days. We can mail it to the nearest branch for the customer to pick up there.

Our Red Flag letter does not require and affirmative response and it is sent to the old address.

We require the address change to be in writing so the change can be verified. If we send the address change out in the mail and we receive a new debit card order, we would not proceed with the new card until we received the change back and it was validated.