"Bank" call on mobile phone

dalesrider

LardyCake wrote: »

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.

Never make a unsolicited call. Mine are always a follow up call, or one that has been prompted by a customer message.

LardyCake wrote: »

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

Most banks already hold enough info to do this from security info.
Although I'm amazed by the number of people who ask to confirm their password as reverse security :rotfl:

Not that we can see it anyway....

rb10
Halifax have a good system for their outbound calls when they suspect card fraud.

Fine for a security check. Not for any follow up call where you need to talk to the customer.

FireWyrm

Just to be clear. I dont mind when the call is IMPORTANT, as in a case of suspected fraud. What I object to, is an unsolicited call taking up about 5 minutes of my time with initial 'security questions' just to find out they want me to upgrade my account to a fee paying one!

It's infuriating. Why cant you just say, this is a sales call, would you like to hear what we have to say, or, this is a call regarding suspected fraud on your account, we need to speak to you urgently regarding this etc. Why do I have to answer security questions just to go through a sales pitch I didnt want to listen to in the first place?

Also, in my experience, most CSO's have no idea what DPA is really or what it is intended to do. DPA is to stop sensitive information being given out, but non sensitive information can be freely discussed without having to waste my time going through ridiculous questions. More to the point, particularly on a bills account, I have no idea what the last DD was for, or how much it was - I can take a guess, but I dont know for certain without having a look...what kind of stupid question is that anyway and why does an incorrect answer to that question completely negate the name, addresss, date of birth, mothers maiden name, last three digits of the account number information I just gave??

dalesrider

FireWyrm wrote: »

Why cant you just say, this is a sales call, would you like to hear what we have to say, or, this is a call regarding suspected fraud on your account,??

Why not ask?

We are not allowed to say why we are calling, but would say not a sales call if asked.
Reason being as we have no idea who we are speaking too. We don't want to tip of a fraudster.

ses6jwg

dalesrider wrote: »

Why not ask?

We are not allowed to say why we are calling, but would say not a sales call if asked.
Reason being as we have no idea who we are speaking too. We don't want to tip of a fraudster.

Because it's a criminal offence.

FireWyrm

dalesrider wrote: »

Why not ask?

We are not allowed to say why we are calling, but would say not a sales call if asked.

Yes and when I've tried that particular line, the answer is invariably that it isnt a 'sales call' at all...but when I've worked my way through the security questions I find out that is exactly what it is about. They will also call it a 'service call' or an 'account review' or any number of other euphemisms. Bottom line is, I still have my time wasted and my security compromised. I like most people are sick and tired of it. If I want something from the bank, like any other retailer, I'll ask for it. I still dont see why you need security questions for a sales call and you still havnt given me a good enough explanation.

dalesrider

FireWyrm wrote: »

I still dont see why you need security questions for a sales call and you still havnt given me a good enough explanation.

How hard is it for you to grasp that despite it being the numbers you have listed.
The caller has no idea.
A. That they are upto date and still yours.
B. They are talking to you and not someone else.

I bet you would soon be jumping up and down if they discussed your account details with some other faimly member who happened to pick your phone up and answer it.

If you do not like them calling. Then simply say I will call back.
That is your choice and you wasted money on the call.

I once played hell with a HSBC rep that called me to inform me that a very large sum had just gone into my bank account (sold house) and would I like to move some of the money elsewhere, as such a large sum in a current account was a security risk.... Only security asked was last 2 of year of birth :mad:
I gave them a Halifax acc to move it too. She had just confirmed the details back to me.
When I asked how she knew I was the person she should be speaking too.... As she was moving the money to a external acc and I could have easily been one of the removal men who had picked up the house phone.
Que a lot of mumbling and me having a word with her team leader about how HSBC could have lost thousands all because of lax security checking.

Goldiegirl

FireWyrm wrote: »

Yes and when I've tried that particular line, the answer is invariably that it isnt a 'sales call' at all...but when I've worked my way through the security questions I find out that is exactly what it is about. They will also call it a 'service call' or an 'account review' or any number of other euphemisms. Bottom line is, I still have my time wasted and my security compromised. I like most people are sick and tired of it. If I want something from the bank, like any other retailer, I'll ask for it. I still dont see why you need security questions for a sales call and you still havnt given me a good enough explanation.

Well, if the bank calls, do what I do and say no thank you and put the phone down.

Therefore no time wasted and no security compromised.

zagfles

Goldiegirl wrote: »

Well, if the bank calls, do what I do and say no thank you and put the phone down.

Therefore no time wasted and no security compromised.

So if your bank phones about a suspected fraudulent transaction, you don't speak to them, and find all your cards stopped, or a massive hole in your account :eek:

zagfles

dalesrider wrote: »

How hard is it for you to grasp that despite it being the numbers you have listed.
The caller has no idea.
A. That they are upto date and still yours.
B. They are talking to you and not someone else.

Yes. Perhaps banks shouldn't ever write to customers with confidential information either. After all, they can't be sure that someone else in the house, family member, burglar etc, won't open the letter. If someone in the house is dishonest enough to pretend to be the account holder on the phone, why wouldn't they be dishonest enough to open a "private and confidential" letter addressed to someone else?

Goldiegirl

You can tell from the tone of their voice if its going to be a sales or review call.

I used to work for a major bank ......... I kind of of recognise their approach to that sort of call