Fraud Prevention Calls

dalesrider

WavertreeRed wrote: »

OK, I appreciate the need for this. But:

1. Why does the Fraud Department call on an anonymous line rather than one that can be called back immediately? There must be many cases where people travelling find a line drops in the middle of this kind of incoming, unexpected call.

Because they do not wish to alert fraudsters to fraud checks. Also maybe a line used only of outbound calls by the system and cannot handle incomming calls.

WavertreeRed wrote: »

2. Why can they not adopt good practice and REPEAT the call back number to allow people to get pen & paper (and wake up fully in this case!). I asked the agent to escalate this suggestion

I suggest you adopt, my tatic. unrecognised number, let it go to voice mail and you can listen to it as many times as you like.
But i have to admit, that this is a pet hate of mine the speed many people read out the numbers for you to call back on.
When leaving messages. I now break it down to 3 digits with a break between to allow pen to copy it down.

WavertreeRed wrote: »

3. Why is a Fraud Department not providing 24/7 service?

Most do. A automated call usually simply goes straight to the options to confirm/deny the transaction.

WavertreeRed wrote: »

4. Why can't they also text or e-mail if these methods are available from the account holder?

Some do. But as they have contacted you, they have no need to.

WavertreeRed wrote: »

5. In this case the maximum transaction of 8 or so, spread over a 10 day period was under £70.00. The only unusual thing was the recipient's name (a Clearing House for National Rail). Hardly a pattern that suggests high risk! So why the urgency? Yes, I want my money protected but I do not want to be woken up at 7.30 on a Saturday because of an internet transaction 9 hours before through a nationally known site. Don't they use whitelists and floor limits?

Fraud checks are based on known fraud spending patterns. Fraud spending can be from 0.00 (address check) to thousands. But far by the largest amount of fraud is in the £10 to £50 range.

WavertreeRed wrote: »

6.This is the Bank that has so far taken 10 days to get to me the credentials for internet access to the account and I still have only 1 of the 3 items: could be waiting up to another 10 days according to a telephone agent yesterday. Customer service is atrocious: heads would have rolled if I'd been responsible for this Department (and I have run large call centres)

Not good service, but remember they are at the mercy of the post office once they leave them. So the letters could be stuck in a sack somewhere.
We have had a lot of people complain they have not recieved their mail. So its not a uncommon problem. Suspect that some sacks get chucked into a heap after being picked up and never get pulled out.

dalesrider

UnconsciouS wrote: »

I have just received two calls; one on the land line and one on the mobile from the "Fraud Prevention Department" of my bank, after making a perfectly routine purchase - being an annual insurance charge from the same company as usual.


In fact, if due to their useless systems somebody cheats THEM, by taking money out of MY account, then that is their problem - as I have been careful with MY security so they will owe me, not the other way round.

There are only two reasons for the bank pestering me now - a) it's a PR stunt; b) they are trying to protect THEIR money (which well may be mine anyways as we apparently own half these banks).

.

Lots of fraud to Ins co. And the systems have no idea who your usual co's are.....

So I take it you NEVER use your card at all then.... As that is the only way YOU can ever know no one has had access to its number.
None responce could see your card blocked till you do respond :rotfl:

Idea for you ask a retailer to look at a copy of their till roll, not the one they give you... You will then notice it has your full card numbe on.....
So how carefull are you with your card details??????

Its not a PR stunt to have fraud checks. It is a legal requirement laid down by the FSA to protect EVERYONE...
That includes YOUR MONEY......