Be careful about details over the phone

skyedog

I had a message on my answerphone from the security department of my bank asking me to give them a ring. I did this and was asked some security questions but I explained I had no proof that I was indeed speaking to my bank so I wasn't going to divulge any personal details. He said they had notice some abnormal activity on my account but didn't actually tell me which account. I repeated I wouldn't give out details. The person on the phone was very polite and said it was understandable that people were wary and this was a common reaction. He suggested I called my local branch and ask them to look at my account and call them.
I did this and they confirmed the number was their security department but they were happy to call them on my behalf. On two recent occasions I had made flight bookings. I had booked 2 flights at the same price individually (because I wanted different receipts as only 1 was reimbursable) and then a few days later I did the same thing again. The bank picked this up and were worried that I had been double charged on both occasions.
On a previous occasion I had made a large purchase using my switch card and within hours I had a call checking I had made this purchase.
I can understand people being worried about giving out information (as I am too) but the banks are also keeping an eye out for fraudulent activity which may be happening on our accounts without us being aware of it and I would rather they made these checks.

nomoneytoday

Why not offer to give them 2 characters from your password?

That way they don't have enough to clone you if they are fakes, and if the call is geniune they know its you

Cypher

I had HSBC Visa Card Dept (allegedly) ring me on my mobile regarding a security issue with my credit card. The woman had a strange foreign accent which I initially thought sounded African (Nigerian E-Mail scams sprang to mind). She was very polite and ask me to answer some security questions to confirm my identity.

At this point I was just laughing at her. The thought that my bank would ring me in this way it was just so unlikely. I not so politely told her that I thought she was phoney, but I asked her for her name, dept, extension number and told her I would ring my bank (First Direct) on the regular number and pass through security and I would then ask to be transfered to her. The system I think the bank would use in these circumstances, asking me to ring them to confirm everything was safe.

So I rang my bank and passed security, and explained this little phoney tale to them and gave the womans details, extension etc. They then put me through to her and she genuine and was from HSBC :mad: She worked for HSBC in the Indian Call Centres Visa Fraud Dept. :eek:

I was appauled at how lapse their security was and wrote a letter of complaint to the bank. It was made even worse that this was their Fraud Dept ringing me. No way should a bank be conducting business in this way, cold calling customers and asking for security details.

I haven't had a call of this nature since, so I have no idea if they still operate like this, but is it any wonder some people do end up getting conned over the phone, if the professionals are so lapse in their procedures.

loneranger

when I opened my account with alliance and leicester I was given a number to ring to activate my account,could not use it until this was done. Rang the number given, guy answers "hello littlewoods catalogue" then "oh sorry alliance and leicester, we do so many different companies I got mixed up" I then had to give him all my secure information to prove myself before he could activate the account.Who exactly are we talking to when we ring bank numbers?

Cinders2001

Good point!

MarkyMarkD

This subject has been discussed on here previously.

There really isn't an easy answer.

There are genuine occasions when banks have to call their customers - for example, to check that transactions are genuine when suspected fraud is identified on a customer's account. And just because the bank has called the right number doesn't mean they've got the right person, for many reasons - and it would be a data protection breach if banks gave details of a customer's transactions to one of their relatives, or flatmates, or whoever without their consent.

I think the banks need to agree some standard pieces of information which they will happily give to individuals, to confirm that they are genuinely from the bank, before demanding any ID from the customer. But this needs to be something innocuous, and it's hard to think of anything which would meet the requirement of being innocuous whilst being something only the bank would know.

finallydebtfree!!

when I opened my account with alliance and leicester I was given a number to ring to activate my account,could not use it until this was done. Rang the number given, guy answers "hello littlewoods catalogue" then "oh sorry alliance and leicester, we do so many different companies I got mixed up" I then had to give him all my secure information to prove myself before he could activate the account.Who exactly are we talking to when we ring bank numbers?

fills me with confidence! NOT!!!!!

I sometimes have to call customers as a few idiots from work sometimes write down card numbers incorrectly for special orders, always feel bad asking for their number again so tell them there was a problem with processing their order due to incorrect card number being taken (state what the item is) and read the number back to them then they can confirm which number/s is/are incorrect. although its genuine I always feel bad doing so as we have to be so careful nowadays

Cypher

MarkyMarkD wrote:

There are genuine occasions when banks have to call their customers

As a telephone banking customer who regularly has to ring the bank and pass through security, it seems obvious to me that the only safe method of discussing issues of this nature is for the customer to be asked to contact the branch, or call centre (on the regular number)

MarkyMarkD

Cypher - you are correct. That sounds like the best idea.

But some customers won't know the usual number, because they always use online banking. For example, I never, ever, ever phone up Egg re my credit card account, because I do everything online. If they phoned asking me to ring them "on the normal number", I'd have to go online and find it.

Many customers would think it's too much effort, and not bother returning the call at all - not realising that it's important.

If the bank say "you won't be able to use your account until you call us on the normal number", that sounds just like a lot of phishing e-mails.

Ebany

I am sure I remember a while ago British Gas were advertising about a system where you could set up a password with them for anyone they sent to your house to quote (to protect people from bogus meter readers and the like). I don't see why banks can't have something similar, a totally separate password that you give them to quote once they call you, it can be pretty much anything as they will have it on their screens and most people will remember a password quoted back to them (plus the joy of picking something really embarrasing for them to say as quietly as they can )

'Hello Mrs X, this is Fred calling from HSBC. I see on screen I have been asked to say 'You are sexy....'

You can even give youself a boost while they prove they actually are who they say they are. Its unlikely to matter if the wrong person hears this code (unless they are a prospective fraudster, but why would the bank be calling them about your account...) as then they can take you through security the other way, with you safe in the knowledge that you are actually talking to the right people.