phone banking security overkill?

rab96

Just wondering what others think of this - I was so annoyed, but want to see if others agree or am I missing the point.

Recently rang Nat west credit card customer services on behalf of my elderly father (who was with me ready to speak to them at any point, to give his authorisation for me to speak for him - as we've done with numerous other financial institutions) to set up direct debit so he didn't forget to pay every month.

They asked to speak to him for security checks (all for security measures), however - they asked him for the 3 digit thing on the card, (which at 80 he couldn't quite see) so he asked me what they were. I read them to him, he repeated it to NatWest, and they refused to accept it since they'd heard me help him!!! He couldn't remember the last time he'd used his card, and reading transactions off last statement wasn't good enough for them. He even struggled with that - but I was too scared to help him!
They told us to take id into the local bank - which is only open for a few hours each week - he no longer drives and I live 50 miles away.

Any thoughts or similar experiences? Will be writing to Natwest soon, but thought I'd get some other opinions first.

rabbit_burrow

I'm afraid you have to look at it from their point of view.

What if you were a stranger who had knocked on his door and coerced/threatened him to gain funds.

How would you feel if your elderly father was taken advantage of to gain his money?

If he is that disabled that he can't read things well enough to use the telephone banking service then you either need to have joint accounts with him, get a power of attorney, or he will have to go into branch.

Sorry, I don't mean to come across as harsh, but your fathers bank really do have his best interests at heart.

izools

If he grants permission for you to speak to them about the account they should allow it.

I think it was sharp practice and totally unnecessary for them to refuse to talk to him just because you helped, you aren't missing anything.

I would personally be inclined to raise a formal complaint with them asking what DDA (disability discrimination act) compliant measures they have in place to allow a partially sighted customer to pass security.

gazman100

I know its a pain, I had to jump through all sorts of hoops to savings recently to pay some builders (FBIesque automated phone calls with codes to type online), and normally would prefer too much to too little. Sounds like they've gone a bit OTT with that though, and you would hope they could be flexible.

Be interested to hear how you get on.

rab96

Thanks for your quick replies. I'm all for stringent security checks, but surely as he asked for my help to read it there would be some slack? I can't see how that makes it more likely to be a fraudulent attempt, as compared to a second party using silent threats/ tactics with someone who could read it unaided. I think particularly since we were attempting to set up payments not withdrawing money!

Claree__x

Was the same policy at Santander when I worked there a few years ago - if you heard someone in the background answering the questions it was an automatic security fail.

By all means complain and they may be able to advise you what procedures they have in place but I think it's a pretty standard thing across all banks.

jonesMUFCforever

Maybe the best thing that could happen going forward is for your father to let you have 3rd party access to his account.
You could then deal direct with the bank about his account.
It would mean an appointment at the bank though with both of you attending.

Jox

I went to the bank with my 72 year old dad today, I had set up a bank account for him (he was with my when I did that online) but the bank card and pin had got mislaid at home so we were cancelling them and reordering. All they wanted to see was a bill not even any photo ID so I was a bit surprised.

Then I called the Pension Service to change his bank details, they wanted to speak to him but seemed to make him jump through hoops and the poor old thing is quite deaf and English isn't his first language so it was quite painful. He got through the security and passed the phone back to me and I gave them new details.

All done now, phew!

It's a shame for older people who don't have anyone to help them...

agrinnall

This is what you should do, never mind messing about with temporary authority or third party access.

http://www.justice.gov.uk/forms/opg/lasting-power-of-attorney

CKhalvashi

rab96 wrote: »

Thanks for your quick replies. I'm all for stringent security checks, but surely as he asked for my help to read it there would be some slack? I can't see how that makes it more likely to be a fraudulent attempt, as compared to a second party using silent threats/ tactics with someone who could read it unaided. I think particularly since we were attempting to set up payments not withdrawing money!

I'd prefer to be quizzed, than allow someone access to my accounts.

The new Barclays app (I've seen the adverts, I don't bank with them) have my fraud sensors twitching, especially as I leave my phone lying around the office!

CK

troubleinparadise

Whilst I agree with your frustrations, the bank's security and confidentiality about your father's account really are in his best interests.

A proper Power of Attorney will allow you to handle your father's financial affairs on his behalf legally.

What is equally frustrating is to have a full Power of Attorney, and then find that the financial institution has staff that don't understand their institution's procedure, and still make it difficult to handle affairs on someone's behalf.

It's a real issue for all carers of people with diminished capabilities, such as dementia.