Someone keeps locking me out of my online bank a/c

apples1

I recently provided my bank a/c number & sort code to someone who I had made a bill payment to (so they could trace a payment) and now I believe they are entering them into the smile website and locking me out of my a/c. With Smile you get 3 goes to input your security number (2 digits from a 4 digit number). Do it wrong 3 times. Locked out.

I then have to ring Smile (0870 number) and wait to speak to a human and re-set the details. This is fine until the idiot (who I upset by failing to put a reference against his payment) goes back on and locks me out again.

Smile can tell me when the attemps were made but not who by. I had a real job convincing them it wasn't me or my husband! They say there is nothing they can do other than do an application form for a whole new a/c or keep ringing up to re-set all my security details. I don't want the hassle of opening a new a/c (with them or anyone else) at the moment. New baby due in 3 days - just want simple life! HELP please!!

Grade_A_Reject

I can't help you but what a crap way of providing a log-in to your bank account. What posessed Smile to setup their online banking login screen to ask for a sort code and account number rather than a user ID?!

As you've found out once some idiot knows your account number details (which will be printed on every cheque you issue) they can have a go at logging into your account then cause it to be locked after three attempts.

If you're certain that you know who's attempting to login you could point out to them the print at the bottom of the login page:-

"Unauthorised access is prohibited and is contrary to the Computer Misuse Act 1990, which may result in criminal offences and a claim for damages." Tell them that you've spoken to Smile who are going to be looking at the IP logs of users attempting to login to your account. It might be enough to scare them off. Good luck.

PROLIANT

If their systems are clever enough then they can trace the IP address of the computer which was trying to access the site, they should log all activity if they have setup thier systems correctly.

Horace

Change bank accounts. I use First Direct and with them you have to set up a username, an electronic password as well as a memorable question. To log in you have to input your username, answer the memorable question and 3 letters from your electronic password which they will ask for e.g. 3, last and penultimate etc etc. My online passwords are totally different to the ones I use when I ring my bank (a UK only call-centre where you speak to real people from the word go 365 days a year 24 hrs a day).

Smile seem to be incompetent and by the sounds of it are open to fraud. I'd say shift your account.

apples1

Well it has only happened since i gave him our bank details - not 100 percent proof but why else would it suddenly happen after all these years?

Torn between not wanting to confront him with note like that esp as he is very computer savvy and will know if its a bluff and will give him satisfaction of knowing it is causing me a problem and wanting to do anything to sort it!

smile have already said there is nothing they can do to trace who is doing it.

southernscouser

Horace wrote: »

Change bank accounts.

Totally agree. It may be a 'hassle' setting up a new account and transferring all payments/bills etc but I wouldn't entrust my money and affairs on such a stupid system.

apples1

Horace wrote: »

Change bank accounts. I use First Direct and with them you have to set up a username, an electronic password as well as a memorable question. To log in you have to input your username, answer the memorable question and 3 letters from your electronic password which they will ask for e.g. 3, last and penultimate etc etc. My online passwords are totally different to the ones I use when I ring my bank (a UK only call-centre where you speak to real people from the word go 365 days a year 24 hrs a day).

Smile seem to be incompetent and by the sounds of it are open to fraud. I'd say shift your account.

As i said i have too much going on to move accounts at the mo. i am not happy with this and agree smile are not helping by using a/c number to log in but the fact they lock the a/c after incorrect pin entry before even moving on to ask the other security questions does stop the fraud risk - it's pure inconvience.

Grade_A_Reject

I know your original post said you didn't want to change banks but if Smile's response is "there's nothing we can do about it" then I'm with the other posters on suggesting you change banks.

Grade_A_Reject

apples1 wrote: »

.... it's pure inconvience.

And expense if you're constantly having to phone an 0870 number.

globalds

Go through Quidco and open an HSBC account and you will get £20.00

That will pay for the trouble

Horace

First Direct are helpful, they will even close your old account for you and transfer all the Direct Debits etc across. I found them most helpful when I switched from the Halifax to them. If you switch to a First Direct 1st account they will give you £100.

If you are not happy with Smile then write to them and advise them that if they refuse to deal with your complaint then you shall be passing the case to the Financial Ombudsman (bearing in mind that the FO has a lots on its plate at the moment because everyone is claiming bank charges, PPI etc and it could be 12 months before you get a reply).

I cannot understand why you gave your account number to a 'friend' so that they could track payments, it all seems rather odd to me. Are you sure that you haven't used a simple password that they could easily replicate by hacking into your computer especially as you say they are particularly computer savvy.