TSB's fraud team is being difficult

inspireme247

My account suspended due to a 'malware' when I logged in internet banking. What a ridiculous thing to say! I used a Macbook and I would have known if there was a malware.

The fraud team said I need to go in a branch with photographic ID, fair enough. But can't they sort it out via phone? I've passed the security questions.

I wasn't informed about my suspended account but the advisor said the letter has been posted last Friday and they have tried to call me.

Firstly, a letter? Email would be 1000000000000000x quicker. Secondly, I have told them I am profoundly Deaf TWICE and don't receive calls. They said there is no mention of my Deafness and they can't send emails. Erm, it's 2015 darling and they can send emails especially for Deaf people.

I wanted to make a compliant but the advisor said she can't take my compliant via phone and that I need to make one in the branch.

Jesus, they make it easy for Deaf people(!) :mad:

barvid

What does using a Mac have to do with it?

inspireme247

Macs are not immune to malware but they are a lot more secure than Windows. I doubt it's something with a malware.

ChiefGrasscutter

Emails are one of the easiest things to falsify and intercept there is on the planet.

No bank/financial group or indeed an ISP will ever accept an email instruction to do anything - there is totally no way of them ensuring it is from you.
Nor will any bank etc etc send confidential data or personal requests via emails as these can be intercepted quite easily.

Similarly due to auditing requirement many will not accept complaints by phone and posters on here are regularly told never make a complaint by phone - always by letter to ensure there is a written and logged evidence of the complaint and date of receipt.

chanz4

https://discussions.apple.com/docs/DOC-2435

anoncol

OSX gets malware too!

agrinnall

You sound very confused. So you're profoundly deaf and don't receive calls, but you want to sort it out by phone and complain by phone? I assume you must have a textphone, so why would it be unacceptable for them to call you on it? I think you want what you want and refuse to consider anything else, so expect your account to remain frozen until you snap out of that mindset.

Oh, and you might want to rethink your maths, let's say an email takes 1 second between sending and arrival, if that's 1000000000000000 times faster than mail then your post is taking over 31 million years to arrive, I'd be having a word with your local postie.

The_pc_tech

Unfortunately malware does it's best to make itself invisible so you may not have known it was there which is why it is important to run antivirus on whatever platform you are using.

As has been said e-mail isn't secure so banks won't use it for instructions.

Your access will have been disabled to protect you (and the bank) from financial loss, it can be fristrating but better they do it than you lose your money.

GingerFurball_2

If the fraud team are referring you to the branch with photographic ID then I'd guess you've failed the fraud verification procedures. They wouldn't be doing that if you'd passed security.

And given how insecure emails are, it's hardly a surprise they're not dealing with you via email.

Everynamestaken

inspireme247 wrote: »

But can't they sort it out via phone? I've passed the security questions.

I have told them I am profoundly Deaf TWICE and don't receive calls.
Erm, it's 2015 darling and they can send emails especially for Deaf people.

I wanted to make a compliant but the advisor said she can't take my compliant via phone and that I need to make one in the branch.

Have I really wasted 5 minutes of my time reading this rubbish?

You seem insistent on making a "compliant" over the telephone, and doing alot of your business over the telephone, yet you seem to have told them that under no circumstance can they contact you via phone.

Judging by the nature of your post, there is a reason you need to go into branch. I'm guessing you've entered incorrect passwords countless times, or something along those lines. Despite what you say, nothing in your post really makes me think you did pass the security questions. Whilst we're at it, I'm making a quick assumption that you having a mac book had diddly squat to do with it.