telephone call security questions

dalesrider

Gels wrote: »

Is it possible to exchange latest transaction details on the account before giving out passwords - has anyone tried this?

You should never have to give a password on a outbound call.
Only info such as factual question and a memorable one. Will depend on who you bank with.
HSBC seem to be happy with the 2 out of DOB :eek: Something that takes less than a minuite to obtain if you know how on the internet.....

A letter can take upto a week to arrive. Having heard people go off on a major rant bacause they have not been contacted straight away when a odd transaction come through. its never the best option and if you happen to be away?????

The simple answer is to call them back...
Makes my job a lot easier :rotfl:Unless you are on inbound

[Deleted User]

Nationwide phoned me up the other day asking for security info. The woman was understanding when I asked her to prove who they were, but didn't have any way she was allowed to do so.

That, combined with that banks like Natwest ask you to dump your security info into "www.nwolb.com" rather than "www.natwest.com" whenever you use their online banking... :mad:

matttye

Gromitt wrote: »

I normally respond something like:

"Is this a sales call?"

If they answer "Yes" or mumble, I assume so and tell them to mail me instead.

If they answer "No", then I ask for their name and ring them back.

Barclays are about the only bank that attempt to identify themselves, giving me my current account sort code and the last 4 digits of my main debit card. The rest just seem to spout the data protection act and keep saying they need to know who they are talking to before they'll give out any details.

I wouldn't flatly refused a phone call as it might be the bank saying my credit card has just been used in Guatemala or somewhere and wanting to know if it was genuine.

This makes sense. Banks calling customers and asking for details is stupid and encourages bad practices as it's a common technique used by scammers.

The fact that they can't release information to verify who they are without first getting data from you is exactly why they shouldn't call and ask for information in the first place.

Gromitt

dalesrider wrote: »

If you get one of these calls.
DO NOT CALL YOUR BANK back on the same phone straight away. Either use another phone. Or wait several hours to ensure they are still not holding the line open.

Q: Is this possible when calling on a mobile phone? Or is it just PSTN?

dalesrider

Gromitt wrote: »

Q: Is this possible when calling on a mobile phone? Or is it just PSTN?

To be honest I have no idea.

Goldiegirl

When I worked for a bank, and had to call customers about their mortgage applications, I had to make sure that I was talking to the correct person, so had to ask security questions.

If the customer wasn't happy or comfortable to answer the questions, I just used to tell them to phone the call centre.

No skin on off my nose, and in fact a lot easier for me.

The funny thing was, as soon as they realised they'd have to ring the call centre, and go through all the 'press 1' lark, they suddenly wanted to answer any security question that I posed!

olly300

Goldiegirl wrote: »

When I worked for a bank, and had to call customers about their mortgage applications, I had to make sure that I was talking to the correct person, so had to ask security questions.

If the customer wasn't happy or comfortable to answer the questions, I just used to tell them to phone the call centre.

No skin on off my nose, and in fact a lot easier for me.

The funny thing was, as soon as they realised they'd have to ring the call centre, and go through all the 'press 1' lark, they suddenly wanted to answer any security question that I posed!

One of the things is that if you made a mortgage application, recently made a large transaction on a card or used a card abroad you could expect the bank to phone you up.

If however you haven't why are they phoning you up?

HSBC are the only bank that phones me with sales calls. The rest of them get to me by placing adverts on their online banking site or sending me an email which I can't click through.

Svalbaard

I believe that First Direct and Nationwide now have standard procedures in place for customers that (quite rightly) want to challenge the bank to prove its identity when calling customers.

I don't have specifics but believe that they give you a specific number to call on and go from there.

DragonQ

I was called by Nationwide and was asked for a "quick verification" (just my date of birth I think). I gave it as I recognised the phone number and was expecting a call from them anyway, but if it was "private number" then I would've told them to get stuffed.

Imagine if a customer called a bank up and asked the bank to verify who they are! They wouldn't get very far.

MissAT

I don't get calls from the bank unless I'm expecting it, (large purchase amount etc.) so I would automatically assume it is a scam if I got an unexpected call. I suppose there should be a way for the bank to identify themselves without breeching the DPA. The general advice is never give PIN numbers or passwords to anyone.

However, if you incorrectly enter your online banking details, when ringing to unlock the account, you give your unique number, password and account number to the person on the other end of the phone; which seems like too much information to give someone over the phone, regardless of them working for the bank.

As an aside, is there a point identification questions become redundant? For example, if I ring the local council office for an invoice query, I am asked for the customer reference number, address and DOB. All 3 together seem excessive, should the my customer number not constitute enough information?