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Too many phone transactions? off to the Fraud dept
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Katiehound
Posts: 8,125 Forumite


Or perhaps it was moving too much money to an unknown account?
A bit of a mutter rant....follows!
On Sunday I ended up being transferred to Lloyds fraud dept !:eek:
That's the second time I've had that joyful experience.
I had done various transactions over the phone with Halifax:checked savings rate, cancelled 2 x DDs and transferred a sum from c/a to new Tesco savings (so a/c details were not on the system) 2 or 3 calls.
Later in the day phoned Lloyds. Cancelled 1x DD and transferred money to same new Tesco savings account. 2 calls.
Operator said -" oh payment won't go out, I just need to transfer you to the "processing department!" Turns out to be the Fraud dept- they say they monitor all online & telephone banking movements.
What I want to alert folk to is the fact that the security checks with the fraud dept are not the run of the mill security questions such as mother's maiden name, first pet etc. Oh no! They are based on facts in your credit file- multiple choice Q- 4 answers!
When did you open a C/A?? Fine if you only have one, not so fine if you have a clutch.
What is the credit limit on one of your CCs? don't know as I never ever reach those dizzy heights.
Last time I think I was asked my driving licence number! (or was it passport?)
Luckily I managed to pass the check, last time they threatened that they could block my accounts and I would have to go into the branch and prove my identity. It's all a bit heavy handed- I wasn't closing or clearing a/cs and if I had thought carefully I could have transfered money to an existing Tesco a/c then moved cash online!
I am now going to list the opening times of my current a/cs- month & year. Perhaps when I only have 2 a/cs instead of existing 4 with them Lloyds Fraud won't be concerned if I am the person I say I am!!!!!!
A bit of a mutter rant....follows!
On Sunday I ended up being transferred to Lloyds fraud dept !:eek:
That's the second time I've had that joyful experience.
I had done various transactions over the phone with Halifax:checked savings rate, cancelled 2 x DDs and transferred a sum from c/a to new Tesco savings (so a/c details were not on the system) 2 or 3 calls.
Later in the day phoned Lloyds. Cancelled 1x DD and transferred money to same new Tesco savings account. 2 calls.
Operator said -" oh payment won't go out, I just need to transfer you to the "processing department!" Turns out to be the Fraud dept- they say they monitor all online & telephone banking movements.
What I want to alert folk to is the fact that the security checks with the fraud dept are not the run of the mill security questions such as mother's maiden name, first pet etc. Oh no! They are based on facts in your credit file- multiple choice Q- 4 answers!
When did you open a C/A?? Fine if you only have one, not so fine if you have a clutch.
What is the credit limit on one of your CCs? don't know as I never ever reach those dizzy heights.
Last time I think I was asked my driving licence number! (or was it passport?)
Luckily I managed to pass the check, last time they threatened that they could block my accounts and I would have to go into the branch and prove my identity. It's all a bit heavy handed- I wasn't closing or clearing a/cs and if I had thought carefully I could have transfered money to an existing Tesco a/c then moved cash online!
I am now going to list the opening times of my current a/cs- month & year. Perhaps when I only have 2 a/cs instead of existing 4 with them Lloyds Fraud won't be concerned if I am the person I say I am!!!!!!
Being polite and pleasant doesn't cost anything!
-Stash bust:in 2022:337
Stash bust :2023. 120duvets, 24bags,43dogcoats, 2scrunchies, 10mitts, 6 bootees, 8spec cases, 2 A6notebooks, 59cards, 6 lav bags,36 angels,9 bones,1 blanket, 1 lined bag,3 owls, 88 pyramids = total 420total spend £5.Total for 'Dogs for Good' £546.82
2024:Sewn:59Doggy ds,52pyramids,18 bags,6spec cases,6lav.bags.
Knits:6covers,4hats,10mitts,2 bootees.
Crotchet:61angels, 229cards=453 £158.55profit!!!
2025 3dduvets
-Stash bust:in 2022:337
Stash bust :2023. 120duvets, 24bags,43dogcoats, 2scrunchies, 10mitts, 6 bootees, 8spec cases, 2 A6notebooks, 59cards, 6 lav bags,36 angels,9 bones,1 blanket, 1 lined bag,3 owls, 88 pyramids = total 420total spend £5.Total for 'Dogs for Good' £546.82
2024:Sewn:59Doggy ds,52pyramids,18 bags,6spec cases,6lav.bags.
Knits:6covers,4hats,10mitts,2 bootees.
Crotchet:61angels, 229cards=453 £158.55profit!!!
2025 3dduvets
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I also had a phone call from Santander over the weekend due to unusual activity online as I am moving payments out to new current accounts I have opened as it is due to be switched next week. However I would rather endure the phone call and the subsequent questions than have my account emptied by a fraudster without them noticing. I wasn't asked the sort of questions you were though but yes some of them did seem pretty obscure but I was able to answer them all. I would have struggled with credit card limits too though and exact dates of opening.I’m a Forum Ambassador and I support the Forum Team on the Debt free Wannabe, Budgeting and Banking and Savings and Investment boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.
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Sorry did not make it clear - it wasn't exact dates of opening- just month and year! with 4 to choose from!
yes, I appreciate they are protecting my money.......but.......Being polite and pleasant doesn't cost anything!
-Stash bust:in 2022:337
Stash bust :2023. 120duvets, 24bags,43dogcoats, 2scrunchies, 10mitts, 6 bootees, 8spec cases, 2 A6notebooks, 59cards, 6 lav bags,36 angels,9 bones,1 blanket, 1 lined bag,3 owls, 88 pyramids = total 420total spend £5.Total for 'Dogs for Good' £546.82
2024:Sewn:59Doggy ds,52pyramids,18 bags,6spec cases,6lav.bags.
Knits:6covers,4hats,10mitts,2 bootees.
Crotchet:61angels, 229cards=453 £158.55profit!!!
2025 3dduvets0 -
Katiehound wrote: »Sorry did not make it clear - it wasn't exact dates of opening- just month and year! with 4 to choose from!
yes, I appreciate they are protecting my money.......but.......
That's not what it's about. They are selfishly trying to protect themselves, and causing a large number of people an inordinate amount of hassle into the bargain.
Banks are absolutely steeped in paranoia, whether it be money laundering or fraud. They are institutionally stupid.0 -
That's not what it's about. They are selfishly trying to protect themselves, and causing a large number of people an inordinate amount of hassle into the bargain.
Banks are absolutely steeped in paranoia, whether it be money laundering or fraud. They are institutionally stupid.
I've never had anything quite like this but I can understand it as the bank would reimburse you for any loss due to fraud. It's hardly a surprise that they'll be a little over zealous when it comes to checking transactions.0 -
Yes I've had this on a couple of occasions from Lloyds. Maybe sometime like a change in pattern of or number of transactions triggers it.
They have a direct feed from the CRA's which does not appear as a "search"
So Lloyds asks you lots of questions from your credit file with multiple choice answers to which you (hopefully) get the right answers.
I'm guessing that the call centre operative selects the answer on the screen in front of them each time and then at the end the CRA computer gives them a pass or fail result so importantly the call centre does not know which of the questions you got wrong or right - and I certainly have got one wrong during my sessions so you do not have to be 100% right. Possibly if you get some wrong you might be asked extra questions.......
I have no problem with any of this.
Those that have I suggest that you might like to consider emigrate to other countries where if you get scammed or your passwords hacked and your bank account emptied then it is your loss.0 -
Banks are dammed if they do dammed if they don't.Im an ex employee RBS GroupHowever Any Opinion Given On MSE Is Strictly My Own0
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They are selfishly trying to protect themselves, and causing a large number of people an inordinate amount of hassle into the bargain.
Banks are absolutely steeped in paranoia, whether it be money laundering or fraud. They are institutionally stupid.
Stupid are some people working in banks that seem to live on another planet and invent clumsy questions that perplex genuine customers.0 -
Katiehound wrote: »
What I want to alert folk to is the fact that the security checks with the fraud dept are not the run of the mill security questions such as mother's maiden name, first pet etc. Oh no! They are based on facts in your credit file- multiple choice Q- 4 answers!
I had that a couple of times with Halifax and it's a bit of a surprise when it happens first time but I passed both times, even though my response was several times "I honestly can't remember".
I know for a fact that Barclays also use this method to verify your ID. Also, the new gov.uk Verify system uses a similar approach (at least if you register using Experian).
May be have your noddle credit report to hand when you call them next time so you can look up the right answer?0
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