Security question.

cantor

I had a transaction declined (payment to amazon) using a Santander card (originally from an A&L account)

Had a call from 08453512290 30 minutes later and an automated message prompted me to call back on the 0844 number for the A&L Fraud dept. I didnt use this number. I reached Santander on 0116201100 which is supposedly the main switchboard and was transferred to the fraud dept from there.

They confirmed the block on the card but the second person i was transferred to about it repeatedly asked for the three digit CVV at the back of the card and the expiry date for confirmation of ID. I had refused to give those to the first person. I gave her names adresses and dates of birth, gave her more than 10 recent transactions and even listed the direct debits coming out of the account one by one.

I'm extremely sceptical about the second representative i spoke to because she was almost hostile to the point "you either give me the info to confirm or you drive with passports and ID to your nearest branch".

Anybody of you ever had similar experience? I remember some time ago a friend working for TSB telling me that some account info is even hidden to representatives working for the bank itself so to avoid fraudulent employees. I believe the CVV and expire dates to be part of that info.

I never had a CSR before asking for that info. Thoughts? Should i cancel the cards?

samwsmith1

When my card was stopped by A&L they called within seconds, but I called back as you can never be too sure - I used this number 0800 056 6066 (enter details then select advisor option) and simply said that my card had been stopped, they said ok we'll just unblock it now.
They asked a few details such as DOB but nothing off my card.

Mikeyorks

cantor wrote: »

They confirmed the block on the card but the second person i was transferred to about it repeatedly asked for the three digit CVV at the back of the card and the expiry date for confirmation of ID.

More likely they were checking you had the card in your possession.

Having phoned them - on a recorded call - it's a wee bit silly declining to give such info? I would have been techy with you as well. You either want the block lifting - or you don't.

cantor

Mikeyorks wrote: »

Having phoned them - on a recorded call - it's a wee bit silly declining to give such info? I would have been techy with you as well. You either want the block lifting - or you don't.

I do want the block lifted Mikey, that's why i offered full names, addresses registered, dates of birth, account numbers, telephone banking passwords, almost full statements verbatim of the last month transactions, listed all the direct debits, listed all successful payments and the failed ones, listed all authorised payees currently on the account.
I had mailed them from the mail address currently listed in the account's contact info and my call came from the number currently listed in my contact info on the account.

She checked all the information i offered and confirmed it correct.
What exactly she needs the CVV and the expiry date for?

You wanna bet i'm getting an unauthorised transaction from far asian or eastern european lands in less than 60 days?
I can almost see it coming.

Mark_In_Hampshire

In a similar situation with Halifax (transaction declined for no apparent reason) I called the customer banking number that's on the back of the card, entered s/c and ac/no plus security PIN, spoke to one person about it, was transferred internally, and asked about certain transactions to see if it was me using the card. Having says "yes" to each, the card was reactivated. I didn't have to supply any more info.

richard9991

cantor wrote: »

I do want the block lifted Mikey, that's why i offered full names, addresses registered, dates of birth, account numbers, telephone banking passwords, almost full statements verbatim of the last month transactions, listed all the direct debits, listed all successful payments and the failed ones, listed all authorised payees currently on the account.
I had mailed them from the mail address currently listed in the account's contact info and my call came from the number currently listed in my contact info on the account.

She checked all the information i offered and confirmed it correct.
What exactly she needs the CVV and the expiry date for?

You wanna bet i'm getting an unauthorised transaction from far asian or eastern european lands in less than 60 days?
I can almost see it coming.

the cvv number is used for card not present transactions ie paying over the internet telephone they prob wanted to check you had the card it would not be a secret as it is asked for many times when doing this type of transaction ie over net etc your internet pass word card pin no would be a different thing as these are only known to the account holder

richard9991

They confirmed the block on the card but the second person i was transferred to about it repeatedly asked for the three digit CVV at the back of the card and the expiry date for confirmation of ID. I had refused to give those to the first person. I gave her names adresses and dates of birth, gave her more than 10 recent transactions and even listed the direct debits coming out of the account one by one.


Anyone who had breached internet banking would no the above details

Mikeyorks

cantor wrote: »

What exactly she needs the CVV and the expiry date for?

To check you had the card - and hadn't lost it / passed it to someone else to use?

If you volunteered :

telephone banking passwords

........ that might make them suspicious as to what else you'd given away?

AnonymousForObviousReason

I had the same request (on call to me) I also phoned them back and provided it. They said they could spot no problem with the card and all was fine. 2 days later they blocked my account due to fraud ...

Just to clarify: looks like it might have been triggered by me moving payment to my new current account not from this phone call

[Deleted User]

Santander tends to ask me for that
Lloyds asked me for whole cc number to verify my identity lol (cc from santander)

cantor

@vinh1000 the first rep wanted CC too. I was bounced to the second one when i refused.

Thanks for your insights guys. Appreciated.