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Palaver getting new pin

jem16
jem16 Posts: 19,728 Forumite
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My elderly parents have been informed that the main credit card they use is stopping - it was a GM card with points for Vauxhall cars.

Of course they cannot remember the pin of their other credit card as it's not used very often. So they phoned up to request a new pin. Of course they were asked for a password supposedly set up 4 years ago which they can't remember either!

They were then asked to go to the bank and get them to ID them. So trekked up in the snow, the bank phoned to ID them but no that wasn't good enough now. They have been asked to write down to them, include the account number and ask for the password to be reset to whatever they choose - this they have to send through the post. Then they can request a new pin.

Sending off a new password with an account number and addresss through the post doesn't sound very safe to me so I have told them not to do that.

How do they get a new pin - any ideas?
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Comments

  • Eydon
    Eydon Posts: 599 Forumite
    Part of the Furniture 500 Posts
    How about applying for a new card which will come with a fresh new pin.
  • jem16
    jem16 Posts: 19,728 Forumite
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    As a last resort yes that is an option.

    However surely you should be able to request a new pin - after all it is sent to the billing address not some random hacker's address.
  • But what about when the pin number arrives? I had one a while ago which was the scratch-off variety and though I tried to be very careful I still couldn't read the number once I'd done it so had to request another new PIN! And the two I received recently for other cards were those you hold against a white surface - they were so faint I could hardly read them. How elderly people or anyone with dodgy eyesight manages I don't know. Surely there must be a better way?
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  • p00hsticks
    p00hsticks Posts: 14,612 Forumite
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    jem16 wrote: »
    As a last resort yes that is an option.

    However surely you should be able to request a new pin - after all it is sent to the billing address not some random hacker's address.

    You usually CAN request a new pin (or an online reminder of the existing one), I think it's the fact that your parents can't remember the password for the online / phone service to request it that is causing the problem here.

    Out of curiosity, why do you think that a customer sending a password in the post to the credit card company is less secure than the credit card company sending a PIN to a customers billing address ? The customer billing address is far easier for a fraudster to get changed that the credit card company's is ....
  • jem16
    jem16 Posts: 19,728 Forumite
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    edited 1 December 2010 at 1:25PM
    p00hsticks wrote: »
    Out of curiosity, why do you think that a customer sending a password in the post to the credit card company is less secure than the credit card company sending a PIN to a customers billing address ? The customer billing address is far easier for a fraudster to get changed that the credit card company's is ....

    So in that respect anyone who happens to know enough details can write down to the company enclosing a new password to be used then phone up, change the billing address and request a new pin. They now have full access to the account.

    Doesn't seem very secure to me.
    You usually CAN request a new pin (or an online reminder of the existing one), I think it's the fact that your parents can't remember the password for the online / phone service to request it that is causing the problem here.

    So how do you request it?
  • p00hsticks
    p00hsticks Posts: 14,612 Forumite
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    jem16 wrote: »
    So in that respect anyone who happens to know enough details can write down to the company enclosing a new password to be used then phone up, change the billing address and request a new pin. They now have full access to the account.

    Doesn't seem very secure to me.


    Good point - I hadn't thought of that.
  • p00hsticks
    p00hsticks Posts: 14,612 Forumite
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    edited 1 December 2010 at 1:52PM
    jem16 wrote: »
    So how do you request it?

    You don't mention who the card in question is with, but certainly cards issued by MBNA allow you to view the current pin immediately online, as do American Express - I'm not sure off the top of my head if you can also request a new one there.

    You can also request a credit cards PIN reminder to be sent by post from Nationwide's online banking service, just by clicking on the option.

    As I said before though, you need to have remembered your online id/password details to get to that stage though....
  • jem16
    jem16 Posts: 19,728 Forumite
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    p00hsticks wrote: »
    You don't mention who the card in question is with, but certainly cards issued by MBNA allow you to view the current pin immediately online, as do American Express - I'm not sure off the top of my head if you can also request a new one there.

    It's Royal Bank of Scotland.

    I've just gone through the sign up procedure for online access with them. Personal accounts are fine but it says credit card account number doesn't match their records! Even more confusing.
    As I said before though, you need to have remembered your online id/password details to get to that stage though....

    That's the problem - they are 82 and 79 years old. They can hardly remember yesterday at times never mind all these pins and passwords. They have gone through every possible password with RBS and been told it's none of them.

    Even the reps at the bank think it's ridiculous as the credit card section won't accept their IDing them whilst they are standing there in front of them in the bank!
  • Dr_Cuckoo3
    Dr_Cuckoo3 Posts: 1,398 Forumite
    jem16 wrote: »
    It's Royal Bank of Scotland.

    I've just gone through the sign up procedure for online access with them. Personal accounts are fine but it says credit card account number doesn't match their records! Even more confusing.

    Did you use the seperate credit card login "Credit card services NEW" on the banking login page - or the current account login ?

    you need to register separately for each

    https://www.rbscardservices.co.uk/RBSG_Consumer/Login.do?promoCode=RBS

    https://www.rbscardservices.co.uk/RBSG_Consumer/EnrollStep0.do


    That has more options than the credit card part of the current account online banking

    "Request a PIN reminder for your MINT card

    Please click Confirm to get a reminder of your PIN. You should receive your PIN reminder in the post within 7-10 days. If you would like to check the address your PIN reminder will be sent to, you can use the link below to check the personal details we hold for you. Please note: if you currently hold multiple addresses for your account, please call 0870 410 0870, textphone 0870 154 1192. If you don't want to continue with this PIN reminder request click the Back button."


    Account Maintenance
    Account services
    You can request options from the list below by clicking on them.

    Add another cardholder
    Change your contact address or phone number
    Pay your MINT card by Direct Debit
    Order a copy of a paper statement
    Register or cancel Card Registration
    Remind me of my MINT card PIN
    Manage your credit limit

    You may have restricted access immediately - I think they send an activation code in the post before you can use all the functions
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  • jem16
    jem16 Posts: 19,728 Forumite
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    Dr_Cuckoo3 wrote: »
    Did you use the seperate credit card login "Credit card services NEW" on the banking login page - or the current account login ?

    I used the current account login. Once in the account it said I could add a credit card.

    I shall try that.
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