@BobKamman no new address and no new bank account. She is a retired school teacher. Her husband died during the year and he was a retired executive. They had a lot of pension and Ira distributions, and withheld more than enough and received a large refund. Maybe because the husband died during the year and the refund was large was the reason for ID verification. But it could have also been just random , or maybe they wanted to test their new ID verification picture method? I'm not sure. It ended okay, so "all that ends well is well" or whatever that saying is. Just my opinion.