Does this break any rules?? HSBC call centre tactics.

shamac

Recently want a few pounds over overdraft limit with HSBC. Had about 10 phone calls from them, foreign call centre-guess Hong Kong!

Anyway, the man/woman says "Is this Mr *****,", reply in the affirmative, "Well you are x amount overdrawn can you pay this today?" blah, blah, blah.
Fully understand that they are within their rights to look for their money back-HOWEVER, they launch immediately into their speech full of private information without asking ANY security questions.

My father, brother and son are also MR ******, father babysitting the other day, as we went out it occurred to me that they would not know which Mr ******* they were speaking to. Are they breaking any rules here as they could be disclosing my private info to the wrong person?

jonesMUFCforever

How many people have access to your personal telephone?

SophieLO_2

I think that is against the rules because they are breaking confidentiality of course.
They should ask you security questions before they disclose any information.

opinions4u

They should clearly identify who they are speaking to before disclosing any account details.

HoofeHearted

If someone calls me and say they are from my bank and ask me security questions, I refuse to give them any details (DOB, mother's maiden name etc) as I don't know that they are actually from my bank.

It's different if I call them; then they can ask me security questions to confirm that I am me!

robpw2

HoofeHearted wrote: »

If someone calls me and say they are from my bank and ask me security questions, I refuse to give them any details (DOB, mother's maiden name etc) as I don't know that they are actually from my bank.

It's different if I call them; then they can ask me security questions to confirm that I am me!

im the same .. i have had to start resorting asking them questions as they do not understand why i would refuse to speak to them when they rang me

olly300

Yes they could be breaking data protection rules but the rules aren't as fixed as people believe. Organisations and their staff are suppose to use their common sense when using them.

If you have an issue with how HSBC spoke to you then you best write a complaint letter to HSBC. It does work but normally you need a few more vocal people to point out how stupid a company is being. For example if they call a landline then they can expect people with the same name to share it*, but if they call a mobile phone then they should expect to be calling that exact person.

However as id thieves will call up people I suggest you do as the others have already suggested for any of your accounts whether bank or otherwise - refuse to speak to people who phone you out of the blue. Instead demand a number to call them back and then check it's a genuine call.

*You are advised not to give your children the same names or initials as yourself for this reason and others more sinister.

AnonymousForObviousReason

I was called by Amex and they seem to have the security balance right. First they asked my full name, then some details like house number, last part of postcode and if I was self employed. Now anyone in my house would probably know all this (unless it was a burglar that was keen to sign me up to some sales call about ID theft through a keen sense of irony).

Santander have it wrong and ask me the number on the back of my card which I always refuse (unless I've called them).

I don't know why banks don't let you set up a passphrase so they can state this to give you some reassurance.

olly300

AnonymousForObviousReason wrote: »

I don't know why banks don't let you set up a passphrase so they can state this to give you some reassurance.

Some do but unfortunately if you are like me and have a variety of accounts for different reasons (even if I was keeping my life simple I would legally be required to have more than one current account) , then you forget these passphrases.

Plus I've found with some companies that do use these sort of passphrases are not very good with security. In the past a broadband company asked me to supply some personalised security information in an email - I refused pointing out that email was very insecure.

Malory

olly300 wrote: »

However as id thieves will call up people I suggest you do as the others have already suggested for any of your accounts whether bank or otherwise - refuse to speak to people who phone you out of the blue. Instead demand a number to call them back and then check it's a genuine call.
.

Exactly what I was thinking. Would not trust anyone who called from out of the blue saying they were from some bank.

DrSyn

How do you know it actually was HSBC that was calling you!

Should have them give you their phone number, their name (and also a password), also department. Checked the number did belong to HSBC. Maybe then call them back. More likely, write a letter of complaint to the banks chief executive complaining about this poor securiy practice!

Sounds to me as if its against the "Data protection act".

Suggest you move your account over to "First Direct" or the "Co-op Bank". Both of them have switching centers in the UK and provide good customer service. Also have never heard of this occuring with them (or any bank actually).