TSB Security Check - Bizarre!!

GingerFurball_2

tempus_fugit wrote: »

She didn't because they did not ask her security questions. If they had, she would have been able to satisfy them immediately. Instead they asked a set of questions that were not related to her in any way and she was 100% going to fail because they were nonsense. None of you can say otherwise because you do not know my wife nor what is, or is not, on her credit file.

They did .

tempus_fugit

Super_Whiskey wrote: »

If the answers were correct then your wife wouldn't have failed them. Either it is something she may have forgotten or the information that TSB were basing their questions on is wrong. If you were to speak to them again, after having been fully id'd, they might be able to tell you.

If your wife had passed TSB's security then as far as TSB are concerned, they're speaking to the account holder so it's a case of asking 'Did you do this?' and authorising or declining it.

In regards to your second part, again from the bank's point of view they are less likely to have a fraudster call up to try to authenticate a payment with the fraud team. By asking your wife these questions which in theory she should know, asking basic information such as that might seem irrelevant.

I understand where you're coming from, these questions do seem non-standard but TSB will have spent a lot of money developing a system which they believe will best protect them and their customers. As mentioned above, they might take the time to explain it to you and see what questions your wife supposedly got wrong and how she can check that information is correct going forward.

Are you even reading what I am saying? They weren't just non-standard they weren't even security questions. Security questions are designed to establish that she is who she says she is. These questions were totally random and they might as well have asked her who lives at 23 Acacia Avenue, Melbourne or who is the Prime Minister of Grand Fenwick, because she would never have know the answers. How does that prove or disprove her identity? I don't want to bank with a bank that cannot correctly verify who was on the phone to them, I want one that will ask us the proper security questions that only we know so that we can prove that we are who we say we are and someone else can't. With these questions she had no way of doing that, and what's more, some other random person might actually be able to pass them if they were lucky enough to give the right answers. It was a total nonsense and caused us to have to dash to the branch half an hour before closing time (and if we hand;t made that it would have been weeks before the next time we could have gone as we just happened to be on holiday today) and a lot of unnecessary stress that we had somehow done something fraudulent.

tempus_fugit

GingerFurball wrote: »

They did .

THEY DIDN'T!!! How the hell can these random questions be in anyone's mind proper security questions? Just tell me how they could use these to prove or disprove her identity. you are talking absolute nonsense!!

colsten

tempus_fugit wrote: »

But how could they know if the answers were right or wrong? How would they know if she knew this person that they were asking about? The fact is she has never heard of the person, but they presumably thought she did. There are no details of this person on her credit file either, so THEY were wrong, not my wife.

The question wouldn't have been simply "Do you know X", but something more like "Do you have a financial association with X". Information about financial associations is held on everyone's credit files.

colsten

tempus_fugit wrote: »

She didn't because they did not ask her security questions. If they had, she would have been able to satisfy them immediately. Instead they asked a set of questions that were not related to her in any way and she was 100% going to fail because they were nonsense. None of you can say otherwise because you do not know my wife nor what is, or is not, on her credit file.

Final contribution from me on this thread:

They did ask her security questions. The fact that you or your wife had not come across this kind of questioning doesn't make it 'nonsense'. Failing those questions is not difficult as they are not designed to be easy.

The fact that your wife was asked to present ID in the Branch doesn't reflect in any way on her character, or on the contents of her credit file.Nobody thinks badly of your wife because she had to go into Branch. It just means she was asked to present ID in the Branch. Thousands of people have been asked to present ID in bank branches before, it is nothing personal or demeaning. Although generally banks can ID people electronically these days, if the data on credit files and on the Electoral Register match the data provided to the bank by the customer. And it's annoying if you have to spend extra time over it. But life goes on, and if you find the TSB procedures unacceptable, you have a choice of other banks. Some even pay you for switching to them.

gunsandbanjos

Sounds like they're using IIQ, it generates 3/4 random questions based on your credit file with experian.

pelirocco

colsten wrote: »

Final contribution from me on this thread:

They did ask her security questions. The fact that you or your wife had not come across this kind of questioning doesn't make it 'nonsense'. Failing those questions is not difficult as they are not designed to be easy.

The fact that your wife was asked to present ID in the Branch doesn't reflect in any way on her character, or on the contents of her credit file.Nobody thinks badly of your wife because she had to go into Branch. It just means she was asked to present ID in the Branch. Thousands of people have been asked to present ID in bank branches before, it is nothing personal or demeaning. Although generally banks can ID people electronically these days, if the data on credit files and on the Electoral Register match the data provided to the bank by the customer. And it's annoying if you have to spend extra time over it. But life goes on, and if you find the TSB procedures unacceptable, you have a choice of other banks. Some even pay you for switching to them.

From what I understand from the OPs posts , the questions weren't difficult , they were impossible to answer ?
His wife was being asked questions about Mr Jones when they are smith with the answer being I don't knows Mr Jones as incorrect

ChiefGrasscutter

As per my contribution to the thread linked to by @Grumbler above, I've had these calls from Lloyds on a couple of occasions.

As I recall one of the question was has any person with Christian name w,x,y,z lived in your house.
Now one of those quoted was my late father who did live hear quite a bit of time ago so the answer was affirmative to this particular christian name listed.

One which was confusing was do I have/not have a credit card with Bank of America, plus several other credit card companies. Well I happen to remember that MBNA which whom I did have a card is owned by Bank of America so I really did have no idea what was the correct answer: I went for no in the end.

Incidentally on presenting ID at branch subject, I'm currently changing over authorized signatory on a clubs and society account and the new person to be has been asked to go into the club's bank with the usual passport and address ID as they don't already have an account with them in their own name. It really is all quite normal.

GingerBob_3

MLP and bloody stupid paranoid banks with idiots manning the so-called 'security' department. That's the answer here. Any bank that gives their customers this sort of grief is not worthy of being called a bank and the customers should vote with their feet.


Another thing: when you're hit with a credit check, the company carrying out the assault doesn't get to see who your various accounts are held with. However, this checking system overrides that basic element of data privacy - for want of a better term - by furnishing one financial institution details, albeit somewhat random, of other organisations you have relationships with. Typical of those chumps at Experian to design something like this. Again, a (bad) solution looking for a (non-existent) problem.

grumbler

gunsandbanjos wrote: »

Sounds like they're using IIQ, it generates 3/4 random questions based on your credit file with experian.

If the name of the system was deliberately chosen to resemble IQ, they seem to have forgotten to include "0" or "zero" into it.