We have always required the customer's signature or a request through our secure online forms to change the customer's email address. Since we offer electronic statements, I've always felt it important to have customer authorization on file to change an email address.

Some members of management want to call customers for whom we don't have an email and obtain the information by phone. I'd like to know other institutions' policies on changing email addresses.

We don't collect email addresses from customers, except when they sign up for online banking. To change their email address, we point them to the Options section of their online banking so they can change it themselves. If absolutely necessary, we'll change it for them with a signed request (just like we require for changing their mailing address).