A cardholder is complaining about having to go through the CIP process again, to create an additional card account. Why are they not passing the CIP process the second time?

The CIP is in place as a security measure. Since each new card is a new account, it is done to protect the cardholder. There are a number of ways that the process can not work, including entering information incorrectly the second time. There is a tool currently being developed that will explain to the customer exactly why they failed, in real-time.