Telephone banking – clarification sought on audit trail

ilesmark

Hi all

Have re-posted this as I need to clarify the request.

I think I am right in believing that, if you access telephone banking and, in the process of getting through to a human being, type in your account number and answer all the security questions correctly, it leaves a record on your account as it does if you log into internet banking.


What I now need to clarify, if any of you can assist, is whether, having accessed telephone banking, entered one's account number and answered all the security questions correctly, there is any further footprint / audit trail / record of what happens next ie which department you get through to, whether any conversation takes place, who dealt with it / what actions take place / whatever.

Thanks in advance

Mark
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zppp

Have you done your SAR yet? If you have has it addressed your query?

ilesmark

No, not yet. And if I had, they probably wouldn't have answered this quickly. I have found their letter - they in fact did not deny that I accessed my account on the day in question, only that any conversation had taken place between me and the department / person I spoke to. That's why I wanted to clarify how much detail appears in the record of a call made to a bank.

BenL

The bank will have some customer relationship management software which will hold your details, this maybe fully integrated to the actual bank software or maybe standalone, anyone in the bank who accesses your account to make changes or to just view the details should be logged and would be able to be queried by management within the system.

It would be good practice for the people you speak within the contact centre to to write a precis of your conversation within the software of what you spoke about and the outcome and if they forwarded your call to someone else or raised an internal workflow job or e-mail to send to someone else for actioning.

Ben

Loughton_Monkey

It is normal for banks to record all conversations.

I was amazed when once, I was in Italy, and phoned my bank on my mobile. We got cut off halfway through the security process. For some reason, this 'blocks' the account. The only way (they told me) to unblock it was for them to go back to the most recent phone conversation I had, listen to the tape, and then confirm that my voice was the same!

Whether they would tell you about recordings (even less discuss the content with you) to support a complaint is another matter.

ilesmark

Thanks for this - you have told me what I want to hear....YIPPEE!!

I am hoping that the department that handles the SAR won't talk to the department that I complained to so won't realise why I am making the SAR.....left hand/right hand syndrome.

I'll put the SAR in and let you know.

Mark