Lloyds Fraud Dept

SevenOfNine

I suppose all banks might be the same. I did an on-line transaction yesterday morning, can't add up & didn't transfer enough, so I did another for a smaller amount.

It got locked & I received a message to say so & that if I clicked on the link given in 24 hours I could approve the transaction, which would then go through. OK, only a bit irritating.

Late PM I get a call from fraud dept, they confirm my name & tell me we would go through some ID questions so we could discuss my a/c.

NO we won't I say, you know who I am as you called me, I've no idea who you are. No matter he says, they're multiple choice answers & first question is "can you confirm your month & year of birth"!!!! Now I appreciate there are billions of combinations of months & years out there, but only 1 is mine. How is that a multiple choice answer.

Long story short (well shorter), He tells me to call the number on my D/C as I flatly refuse to answer any of his questions, after having to answer dozens of someone else's before they'll even put me through to the fraud department, where I'm required to answer even more, I'm finally advised that my a/c has been blocked all day because of my 2 transactions that morning.

Why is it that fraud departments telephone, ask you to reveal details about yourself to a total stranger yet if you did that and were defrauded of funds in some way (unlikely maybe but nevertheless) you'd be told it was your own fault. No-one I spoke to could grasp that perhaps the red flagged message I got that morning could have advised me I might expect a call from the fraud department.

Before calling the D/C phone number I did make an external call to ensure my phone line was properly disconnected from the initial 'fraud dept' call.

I appreciate they have a job to do to keep my bank a/c secure, & I don't know what the answer is, but.........rant over.

Mr.Generous

at least you got through to them, when my elderly father was defrauded out of a large sum I was on hold for over an hour on both occasions, oh and they were absolutely useless btw and did nothing. Obviously he did transfer money himself and write cheques while in hospital with a stroke unable to speak, hold a pen or communicate. Oh and obviously he made two cheques out to a family member who had access to his cheque book and denied any knowledge whatsoever of the money until we threatened the police and then repaid it. The bank took no action as no proof of forgery or fraud. The police also did nothing except have a word as the money was repaid, so in all probability Lloyds are still ahead of Barclays.

jonesMUFCforever

When anybody rings you - they have no way of knowing it is you on the other end of the line.
It might be your phone but you could be out and a ''friend or family member'' might pick up the call....or your phone line could have been taken over.

There is never a right or wrong answer is there?

GingerBob_3

When these chancers from Lloyds or wherever ring you up they should verify they are who they say they are. Will they do so? Not on your Nellie! They point blank refuse, without exception. But these chumps expect you to disclose personal information to an unknown caller. The hypocrisy of these organisations is breath-taking. I won't entertain calls from any financial institution. I just tell them, "write to me".

ChiefGrasscutter

So why no do as I do and ask them to repeat out some recent transactions on your account as confirmation that they really Lloyds bank?

GingerBob_3

ChiefGrasscutter wrote: »

So why no do as I do and ask them to repeat out some recent transactions on your account as confirmation that they really Lloyds bank?

I don't know about Lloyds, but invariably the response from other providers is "we can't discuss any details about the account"

MacMickster

I had pretty much exactly the same conversation as the OP with Lloyds fraud department, where I refused to answer security questions. When I called back, after some discussion I managed to get them to note a code word of my choice on their records.

If they ever need to contact me again then they will have to give me that code word, to prove that their call is genuine, before I will answer any of their security questions.

badger09

ChiefGrasscutter wrote: »

So why no do as I do and ask them to repeat out some recent transactions on your account as confirmation that they really Lloyds bank?

That's fine in theory, but what if you are not the person they are calling, but pretend you are?:cool:

If they tell you about recent transactions on the account, they are breaching confidentiality:(

I don't know what the answer is, but some sort of codeword sounds a reasonable idea.

Futuristic

Whilst they may have not responded in the best way, their only intention is to prevent fraud on your account so really shouldn't get heated up about this.

I think Barclays handles this best as I received a text with recent transactions list and I simply had to reply back to confirm they were by me. Regardless, i'd very much rather go through a frustrated call then no protection or left wondering why my card tx wouldn't go through.

SevenOfNine

Futuristic wrote: »

Whilst they may have not responded in the best way, their only intention is to prevent fraud on your account so really shouldn't get heated up about this.

In theory I agree, but they want me to verify who I am by revealing answers to my banking security questions, yet I'm not afforded the same privilege. At least they know they rang my number & said "am I speaking to Mrs Angelina Pitt", so they're already a step ahead of me.

I like the password on my a/c question so I can verify them though.

Tigsteroonie

SevenOfNine wrote: »

Why is it that fraud departments telephone, ask you to reveal details about yourself to a total stranger

Not just fraud departments - admittedly a while ago now, but someone telephoned me saying they were from my bank's marketing department and then expected me to go through security questions with them before they could tell me what they were selling! I suspect they were genuine but I didn't comply.