Lloyds TSB internet banking stupid questions

plusmore

I recently had a new security dongle sent by Lloyds TSB and there was something wrong with it as when I tried to use it I got an obscure error message with a load of question marks. After three goes it locked out my security thingy. I then followed their "Houston we have a problem" pages, answered a load of questions and it then gave me a reference number and told me to ring an 0845 support number. On calling that I had to go through another load of security questions ending up with "a payment went into your account on 28th January, where was it from?" - how the heck do I know as I can't see my account details??? Because I couldn't answer that they refused to help any further and couldn't generate a second alternative question. All I can do it seems is to keep calling in until their system generates a question I can handle. Tried a second time only to be asked "a payment went into your account on the 25th January, where was it from?"

How the @*&^%$ am I supposed to know when I CAN'T SEE MY BANK ACCOUNT TO ANSWER THE RUDDY QUESTION?????:mad:

They have now told me to either keep trying to call them or go into a branch with photo-id and get them to sort it out. Into a branch??? Excuse me Lloyds THIS IS AN INTERNET, ONLINE ACCOUNT THAT I DON'T WANT TO GO INTO A BRANCH ABOUT WHICH IS WHY I USE ONLINE BANKING.

I now have to take the time to drive 5 miles to my nearest branch, pay for parking and lose an hour out of my working day to get this resolved. Not impressed with the muppets at all.

*Rant mode off - sorry folks*

dr_adidas01

Well the device is broken and from what I can see Lloyds are making sure they are talking to the right person.

You would be alarmed if someone just phoned up Lloyds TSB pretending to be you and without asking any security checks just let someone have all your details and withdraw your money from your account.

As a general rule most people know what money is coming into and going out of there account so the question is a valid one for them to ask. Can you not go to a cash machine and get a statement from it and see how much was deposited into the account that way you could answer the question without having to go into branch.

I also don't see why going into branch to solve the problem is such a problem especially as its only 5 miles away. I could understand if like me your branch is 15 miles away.. Take the ID in as requested and sort the problem out.

There protecting you from possible fraudsters and people who are not you from getting your money.

grumbler

dr_adidas01 wrote: »

As a general rule most people know what money is coming into and going out of there account so the question is a valid one for them to ask. ...

Rule? I keep a very close eye on all my transactions and record all in my SS, but even I would struggle to answer 30/31 a question about an incoming payment on the 28th without knowing the amount.

The questions they ask are STUPID. So are the people that designed these questions. FULL STOP.

p00hsticks

grumbler wrote: »

Rule? I keep a very close eye on all my transactions and record all in my SS, but even I would struggle to answer 30/31 a question about an incoming payment on the 28th without knowing the amount.

The questions they ask are STUPID. So are the people that designed these questions. FULL STOP.

Not sure what your 'SS' is ? But how may incoming payments do you have a month ? Most people don't have many, and I've never found it that difficult to get past these questions ..

I'm assuming that you're talking to an actual person on the phone ? If so, if you prepare beforehand and answer something like this I reckon they'll probably pass you ...

" A payment coming in around the 28th ? Well if its in four figures it'll be from <my employer>. The other regular income I have is <e.g. around £80 a month child benefit from HMRC...>. Outgoings ? Well, I have a direct debit to pay the balance of my <XXX credit card> at the start of each month, and pay <utility supplier> a regular monthly payment of £xx around the <day of month>, and I last went to the ATM and withdrew <£xxx> on <day> "

FireWyrm

I agree. Co-OP is currently annoying me since their online login requires you to remember information like a memorable date, the last school you went to etc and they dont even give you a choice of the questions. You have to give answers to the 5 that they have designated! Thankfully, it's a simple savings account with no outgoing DDs or other more important demands on it, but still, the hoops you have to jump through. I really hate this current trend for using 'personal and life' data as pass keys since I really have trouble remembering exactly what answers I gave. For instance, did I say I went to TMA Middle or Two Mile Ash Middle School, or did I type Denbigh or Denbigh Secondary etc.

As for the DPA - what a farce. Most operators dont understand it, apply no common sense what so ever to the questions and stick ridgidly to a script with no possibility of deviation. For instance, how many fraudsters are going to be attempting to pay money into an account that is in debt?

Worse yet just how many questions are reasonable when I just want to ask a generic question. I have to spend 20 minutes working my way through the phone system, another 5 answering every question put to me and THEN I get to ask whether the proof of no-claims discount I just got from my car insurer will be sufficient for the new insurers purposes.

innovate

plusmore, raise a formal complaint.

grumbler

p00hsticks wrote: »

Not sure what your 'SS' is ?

Spreadsheet.

But how may incoming payments do you have a month ? Most people don't have many, and I've never found it that difficult to get past these questions ..

Who cares about 'most'? And the OP had payments on the 25th and the 28th.
Every customer (not 'most') has to be given an opportunity to answer sensible questions. I know I am dreaming. Nowadays stupid computers programmed by crazy IT rule everything.

I'm assuming that you're talking to an actual person on the phone ? If so, if you prepare beforehand and answer something like this I reckon they'll probably pass you ...

These 'actual persons' can just read what they see on the screen and type or check your answers. And how can you prepare beforehand to random stupid questions?

" A payment coming in around the 28th ? Well if its in four figures it'll be from <my employer>. The other regular income I have is <e.g. around £80 a month child benefit from HMRC...>.

Outgoings ? Well, I have a direct debit to pay the balance of my <XXX credit card> at the start of each month, and pay <utility supplier> a regular monthly payment of £xx around the <day of month>, and I last went to the ATM and withdrew <£xxx> on <day> "

You definitely have never had any experience of passing such interrogation. They don't take any 'if' and 'or' for the answer.

loracan1

What would they raise a formal complaint for; asking a reasonable security question?

Somerset

loracan1 wrote: »

What would they raise a formal complaint for; asking a reasonable security question?

It's not reasonable, that's the point. If you can't access the account, you wouldn't know what transactions happened/£/when.

jonesMUFCforever

OP I take it we are talking about a business account?

Perhaps you would care to tell us how you obtained account information before you received the dongle?

noh

What sort of account is this with Lloyds?
I don't need any security "dongle" or card reader to log on to internet banking for my personal accounts with Lloyds.