"Bank" call on mobile phone

Gromitt

dalesrider wrote: »

Look at it from my point of view.... I make these outbound calls (fraud related). So mobile always gets the quickest answer.

Personally, I think it should go like this:

"Hello, Mr X?"
"Yes?"
"Hi, I'm calling from XYZ Bank, We need to speak with you, please call us back when you have some free time."

or the typical sales call:

"Hello, Mr X?"
"Yes?"
"Hi, I'm calling from XYZ Bank, would you be interested in an 8% ISA?"
"No"
"Ok, have a good day sir."

rather than:

"Hello, Mr X?"
"Yes?"
"Hi, I'm calling from XYZ Bank, before I tell you anything whatsoever, I need to take you through security. First, can you tell me your full name and address"
"No"
"Would you prefer me to ring back at another time?"
"No"
"Very well sir, have a nice day."

innovate

Gromitt wrote: »

Personally, I think it should go like this:

"Hello, Mr X?"
"Yes?"
"Hi, I'm calling from XYZ Bank, We need to speak with you, please call us back when you have some free time."

But this is precisely what scammers do. They then don't hang up and when you dial the bank's number, they answer it as "the bank".

I think banks should identify themselves to you in some way if they have to call you (preferably they shouldn't call you to start with, though, unless you requested them to do so).

innovate

stclair wrote: »

If you don't think the call is genuine simply hang up and call back on a number your familiar with.

Just to find that nobody has a clue what the call was about? At your own expense?

If I don't expect a call from a bank/BS, and if it isn't an automated call that checks a payment I have just made, my response is always the same: please write to me with exact details of the reason for the call. Don't bother writing to me about "reviews" because we won't have one.

dalesrider

Gromitt wrote: »

Personally, I think it should go like this:

"Hello, Mr X?"
"Yes?"
"Hi, I'm calling from XYZ Bank, We need to speak with you, please call us back when you have some free time."
."

Sadly that ends up with the customer being chased to get hold of them...
Under PSD they have to be refunded. Its funny how once the refund is in place and you have left message after message, texts and sent letters. All with no reply.
Than as soon as you redebit. They are on the phoning wanting to know why....

TBH. The vast majority of people have no issues with answering security questions. Odd ones that do can usually be cleared by asking a couple of their own to us. Then there is the rare one that wants to call back.
Suits me fine as its less work for me :T and more for someone else in the team who is taking hte inbound calls :rotfl:

pmduk

You'd think a bank would be interested in people taking an interest in maintaining the security of their accounts. After all, they're saving the bank's money, not their own.

LardyCake

dalesrider wrote: »

... TBH. The vast majority of people have no issues with answering security questions. ...

Then the "vast majority of people" are easy meat for any scammer trying to get hold of their personal details.

I'm amazed that banks cannot see the problem with making unsolicited phone calls to customers and expecting then to answer security questions - in effect "training" their customers to give out details to anyone who phones and asks.

The answer should be for the banks to allow customers to set up reverse security questions which will only be used for this purpose.

eg:
1) customer gets phone call claiming to be from bank
2) customer: ok, can you tell me the answer to reverse security question 1?
3) bank: yes, it is "whatever", now can I take you through our security questions?
4) customer: (assuming they got the correct answer from the bank) yes, fire away.....& call proceeds.
or (if the answer was wrong) good bye & put phone down.

Goldiegirl

Unless I'm actually expecting a call from my bank, I never get to the stage of doing security questions, I've already said 'no thank you, I'm not interested in an account review or whatever'

rb10

Halifax have a good system for their outbound calls when they suspect card fraud.

They will give you three options for a piece of security information (e.g. year of birth), and ask you to confirm the correct one.

ic

You have a pigeon in your bank account...

zagfles

LardyCake wrote: »

Then the "vast majority of people" are easy meat for any scammer trying to get hold of their personal details.

I'm amazed that banks cannot see the problem with making unsolicited phone calls to customers and expecting then to answer security questions - in effect "training" their customers to give out details to anyone who phones and asks.

The answer should be for the banks to allow customers to set up reverse security questions which will only be used for this purpose.

eg:
1) customer gets phone call claiming to be from bank
2) customer: ok, can you tell me the answer to reverse security question 1?
3) bank: yes, it is "whatever", now can I take you through our security questions?
4) customer: (assuming they got the correct answer from the bank) yes, fire away.....& call proceeds.
or (if the answer was wrong) good bye & put phone down.

Exactly, but it seems some banks or their staff are terminally stupid, and see customers who want them to prove who they are as simply being awkward rather than trying to protect their security in exactly the same way as the bank is.

A few years ago I got a call from my CC company, I said I'm not answering any security questions until they prove who they are, I gave them a few options, like the 4th and 7th digits of the account number, the last statement balance, the statement date, etc. Not anything which would be any real use to anyone. He refused to answer any questions, said it was policy, data protection, usual bull, and could not understand why I wasn't just giving him the security details he was asking for. It didn't fit his script.

Happened again with HMRC, again got the "policy/data protection" carp, but at least the HMRC guy was intelligent enough to realise why I wasn't just divulging all my security details to an unsolicited caller.