Lloyds TSB are very careless & dangerous

Lith

Got some news thought i'll share with the MSE guys n gals

Today my mum went in the branch to 'discuss' why has she not had any statements in 3 months, the bank manager explained

(because you phoned up requesting an address change)


Well... apparently someone has phoned up using my mothers name to change the address and they simply did it... what do you guys make of this ? she is really worried and has enough on her mind... this is some type of fraud ?

i find it really un-professional and very very disgusting that TSB just did it like that simple? didn't even ask for passwords or proof that the person is who they say they are....

(she now has been in contact with some one form the TSB branch in london and plans to take this to court.


in my eyes 'THIS IS A MASSIVE SECURITY BREACH'


what you guys/gals take on this ?

sallyanne3

Bank omunsdman !

Lith

sallyanne3 wrote: »

Bank omunsdman !

Indeed sally indeed

Lokolo

Lith wrote: »

i find it really un-professional and very very disgusting that TSB just did it like that simple? didn't even ask for passwords or proof that the person is who they say they are....

How do you know this?

Lith

Lokolo wrote: »

How do you know this?

Because,

in the past when i phoned up to change address (my self) they always do security checks and confirm who i am etc.


my mum just told me that the bank manager told her someone phoned up claiming to be my mum and asking a change of address and they SIMPLY DID IT!? (hence no statements for 3 months) mum only find the time now to check whats going on.


and the person who phoned TSB didn't ask for security questions or anything... and the bank manager said it her self that some of the TSB staff are un-professional.

(this is a security breach to the masses..) my mother will go to court with this and the manager is getting a copy of the recorded phone call aswel when this case goes to court.

Milarky

sallyanne3 wrote: »

Bank omunsdman !

Actually it's not the 'bank' omunsdman but the 'fanincail sivecers omunsdman'. It covers all kinds of products, not simply bonk accaunts...

Lith

Milarky wrote: »

Actually it's not the 'bank' omunsdman but the 'fanincail sivecers omunsdman'. It covers all kinds of products, not simply bonk accaunts...

bonk accounts?

hehe Edit that man :T

Lokolo

Lith wrote: »

Because,

in the past when i phoned up to change address (my self) they always do security checks and confirm who i am etc.


my mum just told me that the bank manager told her someone phoned up claiming to be my mum and asking a change of address and they SIMPLY DID IT!? (hence no statements for 3 months) mum only find the time now to check whats going on.

Most probably yes, after going through the security checks. The bank manager isn't going to say that they didn't and I doubt he was the one who took the phonecall.....

mrmajika

It is quite shocking if this is in fact the case.

Certainly, when I worked for LTSB within the call centres it was physically impossible to amend someone's address without there first having been entered 2 random characters of their password. That of course could have changed as this was a few years ago now.

Incidentally, what are you taking them to court for? And what do you hope to gain from that? Is your Mum at a financial loss that they're refusing to reimburse.

coolesticeking

I thought a Change of Address form had to be filled in and either sent or handed into a branch with Lloyds TSB?

opinions4u

Lith wrote: »

Well... apparently someone has phoned up using my mothers name to change the address and they simply did it... what do you guys make of this ?

Banks have a number of systems in place to prevent a third party being able to make such a change. If somebody has managed to do this, they have either provided supporting information (potential for identity fraud) or a staff member has behaved negligently.

i find it really un-professional and very very disgusting that TSB just did it like that simple? didn't even ask for passwords or proof that the person is who they say they are....

You simply don't know that this is what's happened.

she now has been in contact with some one form the TSB branch in london and plans to take this to court.

As is her right. But what, exactly, is she hoping to achieve?

She should complain to the bank, asking for an explanation and compensation for stress caused. Any acceptable offer of compensation should be on the understanding that the bank will indemnify her against any future expenses caused by identity fraud as a result of this.

If she isn't happy with the response she could go to the FOS with her complaint. The outcome, most likely, will be to tell the bank off and get compensation. This could be more or less than the bank's own offer.

She could also take the bank to court. But I'm still not clear as to how she will benefit from this. She could also end up paying her own legal bill.

my mum just told me that the bank manager told her someone phoned up claiming to be my mum and asking a change of address and they SIMPLY DID IT!?

And the bank manager knows this how?