Halifax Bank - asked for my brother's information to access my own account!

bargainbetty

This morning I tried to set up an online payment. It was for over a thousand pounds, so I had a thought that it might be held up by security, and indeed it was. I called the number given, since the last time this happened the payment was actually cancelled without my being advised of it, and I wanted to make sure this one went through OK.

Cue the usual 'security clearance' questions, you would think..... you'd think wrong. Instead of the typical DOB, numbers from PIN, details of two direct debits etc., I was asked to confirm details for my credit report. I have lived at my current address for 16 years, and therefore was most surprised to be asked to confirm my brother as a 'previously linked' person due to our living with our parents (he left 16 years ago too). They then started to ask me his personal details!

I refused to provide information relating to a third party who had not given me his consent to do so (Data Protection and ICO rules), and insisted that they confirmed my ID by another method. They used my Driving Licence number instead, in one step.

Since when did the banks think that asking questions about my brother was a legitimate method of identifying me? Surely that is not appropriate - using information 16 years old or belonging to another individual to confirm matters?

Does anyone know when the credit report method of ID'ing a person came into practice?

InsideInsurance

Not sure when going through extra security for moving £1,000 came in. Never had a telephone call for moving any sum of money and at least a few times a month I exceed that amount to various parties.

aliasojo

I wonder if there is something flagging up in your background info OP?

I regularly set up new online payments with the Halifax amongst others and have never had an issue as you describe. I send thousands at a time, not just small amounts.

I suspect there is more to it than first appears but getting any info from the bank with regards to this will be like pulling teeth I expect. They don't share their motives for asking questions usually.

Even if they did need more info for security, I don't believe asking about your brother's personal details is normal policy. Sounds like a fishing exercise to me, for whatever reason.

amiehall

If you are indeed linked financially to your brother, I'd be writing to the credit reference agencies asking them to sever any link. I presume you don't actually hold joint financial products.

ChiefGrasscutter

This is the Lloyds/Halifax system.
Occassionally they may stop a payment for various random reasons - I've had it done to me.
They ring you up sometime later.
They ask you lots of questions from your credit report etc.
One of them is indeed likely to be how many people live in the house - which will be confirmed from the electrol roll.
The advisor asking you the questions never gets to know which one you get right and which ones you get wrong. Their computer is linked direct to the credit ref' agencies and IT is the one asking the questions - not lloyds/halifax. The advisor relays your replies back and at the end of the sequence is given a pass/fail result. I know I got one answer wrong by accident as one might well do and still passed.

As regard asking personal questions about the OP's brother, it sounds to me as if the brother is a linked person on the OP's financial record for this to happen.

bargainbetty

That's the weird thing - my brother and I have no financial links whatsoever. We haven't even lived in the same house for 16 years, which pre-dates the majority of credit check searches (6-8 years max). We don't own/share a property or any financial products. My ex-husband showed as a linked person for six years after we split, but he's dropped off now. I have no financial links to anyone else - no shared loans, accounts, anything.

I thought it might be a bit odd, particularly since the problems have started since the bank wrongly applied adverse credit markers to my record (since removed) and I have refused to close the complaint until all the credit reference agencies provide full confirmation of the clearance. I am assured there is no link between them having to pay me compensation for constantly cocking up my banking for two months and the sudden flurry of security checks on my account.

Funny that.... however, whatever the reason I am being picked up on security checks, the information about my brother is an unacceptable request (beyond did you ever live at the same address?) His age and new town of residence are not relevant and his private business.

The customer services person said that they are seeking feedback on the system, so it must be having some problems - they ususally don't give a toss what you think.

innovate

You should get your up-to-date credit report and verify that there is no mention of your brother on it.

Mandelbrot

ChiefGrasscutter wrote: »

They ask you lots of questions from your credit report etc.
One of them is indeed likely to be how many people live in the house - which will be confirmed from the electoral roll.

Er, no it won't.
The electoral roll will only confirm how many people living in the house are eligible to vote (or will be soon). Assuming that the requirement to register has been complied with of course.

pqrdef

Nowadays they can only link you if you have a specific financial relationship, but linking used to be much more haphazard in the past. I was once linked with the next door neighbour, who had the same surname by coincidence, although we weren't related.

If they're going to look at credit reports, I expect they'll also ask about credit limits on long-dead cards etc. This is going to be a disaster.

ChiefGrasscutter

Mandelbrot wrote: »

Er, no it won't.
The electoral roll will only confirm how many people living in the house are eligible to vote (or will be soon). Assuming that the requirement to register has been complied with of course.

Ok, yes sorry

bargainbetty

innovate wrote: »

You should get your up-to-date credit report and verify that there is no mention of your brother on it.

Hi, I had a report within the last month, and he is not a linked person. We've never shared anything except parents. You should have seen us with toys as kids!

I've recommended they review the tests based on DPA and ICO compliance - I'm pretty sure I shouldn't be asked for his personal info at all.