I have a saved card on my account and when I called in, I was asked for characters from my password. I gave the wrong characters for my 3 attempts, but the advisor was still able to access my account. So why do you even ask for a password?

We ask a password if you have saved cards on your account. If you fail to provide the correct password after 3 attempts, our advisors can still access your account but they will not have access to your saved cards and you will be asked to provide your payment details.