Q: Not long ago, Chase called me and said they were sending me a new credit card because of some suspicious activity. The bank started asking me to verify personal information and it was obvious it was information from my credit report, which they were using without my approval. They were asking things like the cars that I'd owned previously.

Why are they going to credit reports, which I assume they buy so they can sell us higher interest rates?

M.X., Cleveland

A: There is so much weird about your question. First, I question whether the call you got was actually from your bank. I've received calls about suspicious activity before on my credit card and they always focus on wanting to verify specific transactions, naming the merchant and dollar amount. From there, it's, "Yes, these transactions were legitimate." Or, "No they weren't," and the account gets closed and a new account number and cards are issued.

I've never been asked during one of these calls (I've gotten maybe six or eight over the years) for any personal information, such as the account number, my Social Security number or anything about what cars I owned in the past or other loans or accounts I had. The credit card company has called and said, "This is Jamie from XYZ Bank, calling to verify a couple of transactions on your credit card account ... " And then the person states a merchant and date and transaction amount.

I always tell people to never provide or confirm personal information of someone supposedly calling from a financial institution, unless the call was expected. If someone calls and says they're from XYZ Bank and want to confirm a couple of transactions: $212 at Best Buy and $137 at Main Street Restaurant in Orlando, Florida. You say, "Yes, those are genuine," or "No, those aren't legitimate." Beyond that, a consumer shouldn't confirm any information or offer any personal information.

I would never provide or confirm information beyond that to someone calling out of sky blue. Never. Ever. If you get a call supposedly from your bank and they want to confirm personal information, you say, "Thank you, I'll call you back." Then you call the phone number that's on the back of your credit card or your account statement, or that you look up independently. You don't call a number they give you.

Now, to your real question: I've never heard of banks or credit card companies using more obscure information from someone's credit report to try to verify someone's identity, such as what kinds of cars they had in the past. I just have difficulty believing a bank would have that kind of information on their verification checklist. (That's why I wonder whether the caller was from your bank.)

I asked another bank, KeyCorp, Cleveland's largest bank, how it handles issues like this. "Key does not access credit reports to verify client identity," said spokewoman Drez Jennings.

Have a question or comment?

Murray is The Plain Dealer's personal-finance writer. Because of the volume of requests, she cannot help everyone who contacts her.

To reach Murray: moneymatters@plaind.com

Previous columns online: cleveland.com/moneymatters

On Facebook: MurrayMoneyMatters
On Twitter: @teresamurray

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In this type of situation, say if you call your bank to discuss your account, the bank may try to verify your identity by asking for your Social Security number, date of birth, the amount of your last deposit or payment or the answers to any "secret questions" you've provided, such as your mother's maiden name. As I've said before, you should never provide truthful answers to any "secret questions," because these answers are easily obtained or know. Don't provide your mother's maiden name or the city where you got married or the middle name of your youngest sibling. You make up answers, and then remember them.

You mention that you think it's inappropriate for a bank to look at your credit report. Honey, they have your credit report. Banks and credit card companies that you have an existing account with can pull your credit report information every single month under what's called "an account review."

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