Not a direct reply, but a concern. I absolutely hate it when I get a new message from a banker I do not know, and I am requested to go to their site, register, get logon credentials, and then be able to read a request for assistance - all done on my time and expense.
This can be a good way for hackers to get malware distributed, especially when the message is received out of the blue. I hope that doesn't happen in your case.
My opinions are not necessarily my employers.
Rules and Regs minus Relationships equals Resentment and Rebellion. John Maxwell