the humans are dead

Read the message from bottom to top. First, Citi sends Zach a message intended for a completely unrelated customer named Geoffrey. Then Zach replies that he is not Geoffrey and that this is cause for concern. Citi's response is to tell him how to add another person to his account.

Citi’s “Secure Message Center” Run By Idiot Robots Who Don’t Care They Sent E-Mail To Wrong Person

If you’re a customer of any of the big banks, you’ve likely gotten a few messages in an online inbox that is only available via the bank’s website. You probably ignore most of these because they’re either about site downtime or upsells for add-on products you’ll never buy, but you probably assume that — unlike your gmail, yahoo, hotmail, or AOL account — this inbox doesn’t include messages that are intended for someone else. Wrong. [More]