I had somewhat of the same issue. As an auditor, I don't feel taking address changes over the phone is a good idea. I've been able use the red flags identity theft as a reason to not accept them this way. We are allowing in rare circumstances exceptions to this rule, but an officer must approve the change and a letter is sent to the old and new address to verify the change is legitimate. The customer must sign the letter and return it before we will make the actual change.