failed security on the telephone, can I find out why?

trinidadone

hi all, I recently telephoned my bank who holds my ISA. Telephoned the bank as I was awiting a number for online banking. Gave all the answers to customer service, to be told I had failed security. I asked the advisor what did i fail on, but they would not indulge the infomation. Telephoned back, and Passed security with the same questions, is there anyway I can find out what i failed on?

Consumerist

Obviously, the bank will not tell you why you failed the security test. That would defeat the object of the security questions in the first place.

Since you have phoned back and passed the security test, I don't quite see what your problem is.

Have I misunderstood what you have said ?

trinidadone

Consumerist wrote: »

Obviously, the bank will not tell you why you failed the security test. That would defeat the object of the security questions in the first place.

Since you have phoned back and passed the security test, I don't quite see what your problem is.

Have I misunderstood what you have said ?

I want to know what i failed on.

Scaredy_Cat_3

trinidadone wrote: »

I want to know what i failed on.

As has already been said, they can't tell you! It might be something simple, like if they asked you for a telephone number you may have got the numbers incorrect and not realised - so although you think you gave the same answers, you might not have. Or maybe the operator mis-typed them. Either way, they probably won't have a record of what responses you gave so won't be able to tell you what you failed on - even if they were allowed to.

trinidadone

Scaredy_Cat wrote: »

As has already been said, they can't tell you! It might be something simple, like if they asked you for a telephone number you may have got the numbers incorrect and not realised - so although you think you gave the same answers, you might not have. Or maybe the operator mis-typed them. Either way, they probably won't have a record of what responses you gave so won't be able to tell you what you failed on - even if they were allowed to.

The bank records all of there calls, so I am sure there is a record somewhere

bobblebob

Im sure they could tell you once you pass the security test and they know its you.

Farway

bobblebob wrote: »

Im sure they could tell you once you pass the security test and they know its you.

Could maybe, more likely won't as it would surely be too much bother for them? Much easier for them to say no and move on

bobblebob

Farway wrote: »

Could maybe, more likely won't as it would surely be too much bother for them? Much easier for them to say no and move on

Well yea they could do.

Regarding security questions, why do they always ask you stuff that anyone with access to your online banking could answer. If some fraudster had access to my accounts page on the Halifax site, they could answer any questions that get thrown at them. They should ask at least 1 that cant be found out online

trinidadone

bobblebob wrote: »

Im sure they could tell you once you pass the security test and they know its you.

I did ask customer service in the second call, with the same questions answered. The advisor i spoke to said the previous advisor had not put any notes on my account to explain the failure.

lisyloo

You could ask for a SAR - subject access request.
You are entitled to all information they hold on you under the data protection act and the max they can charge is £10.

I did this with Npower and Ib got a big parcel with transcripts of all my telephone calls.

However they might not consider security checks part of your personal information, they also might not consider it safe to send it through the post where it could be stolen.
It's also possible the tape recorded was not working that day.
So, you may or may not get it.

To be honest I'd just forget about it.
Perhaps you supplied the wrong contact phone number. I never remeber whether I give them home/work or mobile so it's quite easy to get it wrong.

Is it really worth worrying about? There is probably a simple explanation and it could even have been the operator not hearing you properly.
My postcode start with a S and that's frequently repeated back to me as F.
So now I say S for SUGAR.
I can't see this is really anything to worry about.

trinidadone

lisyloo wrote: »

You could ask for a SAR - subject access request.
You are entitled to all information they hold on you under the data protection act and the max they can charge is £10.

I did this with Npower and Ib got a big parcel with transcripts of all my telephone calls.

However they might not consider security checks part of your personal information, they also might not consider it safe to send it through the post where it could be stolen.
It's also possible the tape recorded was not working that day.
So, you may or may not get it.

To be honest I'd just forget about it.
Perhaps you supplied the wrong contact phone number. I never remeber whether I give them home/work or mobile so it's quite easy to get it wrong.

Is it really worth worrying about? There is probably a simple explanation and it could even have been the operator not hearing you properly.
My postcode start with a S and that's frequently repeated back to me as F.
So now I say S for SUGAR.
I can't see this is really anything to worry about.

okay dokay