There are a lot of people who get confused using the SMS code they received, let alone setting up passkeys, or TOTP and backing up their codes, and so on. The systems are designed for those people, not you. Even offering passkeys or TOTP as an option is a customer support liability, that's another thing agents need to support when someone nontechnical inevitably enabled this on accident or has a family member set it up for them.
> Think of the person from your grade school classes who had the most difficulty at everything. The U.S. expects banks to service people much, much less intelligent than them. Some customers do not understand why a $45 charge and a $32 charge would overdraw an account with $70 in it. [...] This customer calls the bank much more frequently than you do.
> Think of the person from your grade school classes who had the most difficulty at everything. The U.S. expects banks to service people much, much less intelligent than them. Some customers do not understand why a $45 charge and a $32 charge would overdraw an account with $70 in it. [...] This customer calls the bank much more frequently than you do.
https://www.bitsaboutmoney.com/archive/seeing-like-a-bank/