Alarming - Halifax

Thomask

To cut a long story short, I spend my life unlocking my Halifax account to be able to use Telephone banking again (be it telephone banking via the automated system or with a human directly).

As a result of my account recently becoming locked again I went into a branch to get the issue resolved. Upon showing ID (UK drivers license and a Nationwide card) the branch member advised she'd need to phone another department to have the bar lifted.

Once she was connected the lady on the phone requested the branch member email her full details of my ID - including the 16 digit card number attached to my Nationwide card!

This is the same bank which are refusing to reverse or look into a disputed transaction I didn't make (not because the account is locked).

How ironic is / unprofessional is that! Is this now Halifax's process or did the staff member on the phone get it wrong (she apparently even confirmed the procedure with her supervisor).

TB85

Hi Guys.

First time poster, so apologies if this is not formatted correctly.

To the OP: Yes, correct procedure was followed.

Any restriction on telephone banking will be fall into one of two categories: fraud and non-fraud.

Non fraud - You have quite simply failed to 'pass' the checks required to confirm your identity, but the advisor had no other concerns. You reset your details and all is well.

Fraud - The advisor was cautious/suspicious for some reason, and, as an increased measure, placed a 'fraud' block on your service, which requires you to visit branch with the ID. As your mentioned in your post, these details are emailed to an advisor on the phone, who sends it across to the fraud team and they lift the restriction.

Don't be alarmed too much by the term 'fraud' - It could be something as simple as the advisor hearing a third party prompting you with details in the background.

Thomask wrote: »

This is the same bank which are refusing to reverse or look into a disputed transaction I didn't make (not because the account is locked).

I trust Halifax told you why this is the case?

Thomask

No they didn't advise me of any of this. The lady in the branch even laughed when I refused to have my details emailed across and said she wouldn't either!

Surely in this day and age it seems wrong to have to do this. Plus, would this not be breaching Nationwide's rules / code of conduct by giving out my 16 digit card number and whatever other details they wanted from the card (less pin of course) !

System

Halifax are not known to have top customer service.
If your not happy, vote with your feet...

I doubt you would be breaching any Nationwide rules by using your PAN as ID in another UK bank/building society.

Thomask wrote: »

No they didn't advise me of any of this. The lady in the branch even laughed when I refused to have my details emailed across and said she wouldn't either!

Surely in this day and age it seems wrong to have to do this. Plus, would this not be breaching Nationwide's rules / code of conduct by giving out my 16 digit card number and whatever other details they wanted from the card (less pin of course) !

opinions4u

Thomask wrote: »

the branch member advised she'd need to phone another department to have the bar lifted.

Sounds reasonable.

Once she was connected the lady on the phone requested the branch member email her full details of my ID - including the 16 digit card number attached to my Nationwide card!

This serves two purpoes.

1) It verifies that the staff member works for the company, because the email comes from an internal email address.

2) It allows the call centre agent to key through the detail required to unlock the account.

By ensuring that it is a two staff member process, this massively reduces the potential for internal fraud. Additionally, the staff member in the branch will not be familiar with exactly what checks are being carried out by the call centre agent.

This is the same bank which are refusing to reverse or look into a disputed transaction I didn't make (not because the account is locked).

You should pursue this as a separate complaint. Don't try to confuse the two issues.

How ironic is / unprofessional is that! Is this now Halifax's process or did the staff member on the phone get it wrong (she apparently even confirmed the procedure with her supervisor).

Sounds perfectly reasonable to me. How many times a month do you provide your 16 digit card number to shops?

Surely in this day and age it seems wrong to have to do this. Plus, would this not be breaching Nationwide's rules / code of conduct by giving out my 16 digit card number and whatever other details they wanted from the card (less pin of course) !

I don't see why. As I stated above, you provide far more details to retailers every day of the week.

If your not happy, vote with your feet...

At the end of the day, this is what it boils down to. But you also need to consider why the telehpnoe banking keeps getting blocked.

Sometimes the customer chooses to blame the bank. But who pressed the wrong buttons or gave the wrong passwords in the first place?

Degenerate

Thomask wrote: »

Plus, would this not be breaching Nationwide's rules / code of conduct by giving out my 16 digit card number and whatever other details they wanted from the card (less pin of course) !

Your 16 digit card number is not privileged information. You share it every time you use the card.

Thomask

I realise we give out the 16 digit number plus other details such as the expiry however this is usually done (unless online) in a shop where the card number is turned into *'s. Plus, different from sending it across using email.

I wish I could agree I'd entered in wrong info hence the barred account however upon unbarring my account each time even Halifax haven't been able to confirm a single reason why it keeps happening. I've been compensated, which is great, however still not worth the hassle.

rb10

Thomask wrote: »

I realise we give out the 16 digit number plus other details such as the expiry however this is usually done (unless online) in a shop where the card number is turned into *'s.

It's only turned into *'s for your copy of the printed receipt - the retailer's copy has the full 16-digit card number.

Thomask wrote: »

Plus, different from sending it across using email.

No, it will have been sent by internal email. So it never actually leaves the Halifax system at any point, and so is completely secure.

[Deleted User]

rb10 wrote: »

It's only turned into *'s for your copy of the printed receipt - the retailer's copy has the full 16-digit card number.



No, it will have been sent by internal email. So it never actually leaves the Halifax system at any point, and so is completely secure.

yep
i had to give this over the phone to Lloyds TSB to verify checks to unlock Internet Banking

AnonymousForObviousReason

rb10 wrote: »

No, it will have been sent by internal email. So it never actually leaves the Halifax system at any point, and so is completely secure.

It's not completely secure unless it's a specially customised internal system. Emails are still sent in plain text and there is still the possibility of sending to wrong person by mistake (although the latter human error is the same for any system).

rb10

AnonymousForObviousReason wrote: »

It's not completely secure unless it's a specially customised internal system. Emails are still sent in plain text and there is still the possibility of sending to wrong person by mistake (although the latter human error is the same for any system).

I expect it is an internal-only system.

Most Halifax branch staff do not have external email addresses, so it can only be transmitted within the Halifax system.