A&L phone pin changed, not by me though!

carlos1973

I'm a bit concerned as the 5 digit pin I use when logging onto telephone banking has been changed.
Has anyone else had this happen?
I now have to wait 3 working days for another pin and my internet banking is blocked as well.
Worst still this has happened to me before, back in September.
I explained then, as I've done now, that I've never changed the pin and that I find it suspicous that the number has been changed / not recognised.
After 45 minutes on the phone with their shocking customer (lack of) service department I'm wondering wether to move accounts as once is unlucky, but twice is dubious.
Any advice greatly taken, Carlos.

carlos1973

Just Bumping!

cottager

I can't offer any A&L-specific comments as I don't bank with them, but in general terms this sounds odd to me as well. After the 'useless' phone call I think I'd be tempted to write a letter requesting an explanation for their actions combined with a complaint about inconvenience (send RD and keep a copy yourself). It's only possible to judge if it will crop up again once you know why it happened in the first place -- twice! -- and you deserve an explanation.

hoyles10

Not sure about your telephone banking but I bank with A&L and they recently blocked access to my online banking and after speaking to them they explain that their security systems had picked up something about keystrokes and I may have a virus on my computer and they had blocked internet banking for my own security.

After speaking to them I ran a virus scan and found I had 2 virus on my computer which I eventually deleted and then downloaded the Rapport from their website. It was only when I sent them confirmation that I had downloaded it they sent me out my new details.

They may have blocked your access for similar security reasons if you also use internet banking.