Lloyds breaking their own security rules

agrinnall

Clifford_Pope wrote: »

...he categorically said a customer-facing section of Lloyds did not withhold its number.
So was he lying, or was it a mistake? Either way, it's an inconsistency in their security procedures.

My point was that the person calling you was probably in a non customer-facing position, so it wasn't a lie or a mistake, it was simply a lack of knowledge of what happens in a part of the bank that a person in a call centre probably has very little contact with.

callum9999

cheesetoast wrote: »

While not completely infallible, if I suspect a dodgy call, I ask the caller to email me on the spot with a password we agree there and then.

If it comes from a legit email address, I continue. If they refuse, I tell them they've failed security.

A rather pointless "security" strategy given any good con-man would be able to send you an email from an address that appears to be genuine.

[Deleted User]

I had a call from Anglo Irish wanting to discuss an account once, so I asked his name and then rang back using the number off my statement.

darkidoe

Goldiegirl wrote: »

What sort of questions do you suggest?

Which branch does my account belong to?
What is my registered email address?
What is my registered phone number? (if you are calling them)
Last 4 digits of my card/account number?

They can ask some questions, we can do the same checks. Or the bank can set specific security questions we have to ask for them to answer?

Why does the chicken cross the road? To get to Lloyd's Bank. etc :rotfl:

Something like that, like what spies do in movies.
Probably not practical though, everyone has to be on top of their game mentally to do that.

System

KJSmith wrote: »

You didn't speak to "Lloyds security",

I rang the Lloyds fraud helpline.

[/QUOTE]
They must have explained why, else how would you know the call was in relation to your ISA transfer.
.[/QUOTE]
I didn't know. I wondered that later, rang them, and they said they had not been trying to contact me.
Then later on I got another "Lloyds" phone caller, who still refused to tell me what the call was about unless I provided security information.

It may or not have anything to do with the ISA transfer - I'll discover that when/if I get a letter from them.

System

Goldiegirl wrote: »

and they say they are calling about an ISA transfer, maybe it'd be reasonable to believe the call is genuine.

She didn't say it was about the ISA transfer, she refused to say what it was about unless I gave security information. It could have been a lucky hit from a fraudster.

KJSmith

Clifford_Pope wrote: »

I rang the Lloyds fraud helpline.

I didn't know. I wondered that later, rang them, and they said they had not been trying to contact me.
Then later on I got another "Lloyds" phone caller, who still refused to tell me what the call was about unless I provided security information.

It may or not have anything to do with the ISA transfer - I'll discover that when/if I get a letter from them.

I see.

The fraud team and fraud systems at Lloyds do not use withheld numbers. The fraud team would only be able to deal with fraud cases and wouldn't necessarily have any information about details such as your ISA transfer and any attempts to contact you about this.

You may actually have been better off calling PhoneBank (the general 0345 300 0000 number) for more information about why they have been calling.

From PPI complaint teams to branches, various customer-facing teams at Lloyds do use withheld numbers.

diamonds

NEVER give info out, ask whom is calling and where from, tell them you are calling your customer service number back and ask them to leave a note for your security you refused to proceed on incoming calls. If it is legitimate the caller wont have a issue.

Call customer services and confirm the note was left on your account and get transferred to whatever team called you.


NEVER give personal or security details on a incoming call.

GingerBob_3

diamonds wrote: »

NEVER give info out, ask whom is calling and where from, tell them you are calling your customer service number back and ask them to leave a note for your security you refused to proceed on incoming calls. If it is legitimate the caller wont have a issue.

Call customer services and confirm the note was left on your account and get transferred to whatever team called you.


NEVER give personal or security details on a incoming call.

Good advice. Unfortunately the banks haven't cottoned on yet. They bleat on about how you should never disclose such information, unless of course it's they who are calling. Then you're expected to put 100% trust in them without any sort of verification. Their arrogance is breath-taking.

Missus_Hyde

diamonds wrote: »

NEVER give info out, ask whom is calling and where from, tell them you are calling your customer service number back and ask them to leave a note for your security you refused to proceed on incoming calls. If it is legitimate the caller wont have a issue.

Call customer services and confirm the note was left on your account and get transferred to whatever team called you.


NEVER give personal or security details on a incoming call.

Agreed.....excellent advice! I wouldn't give out personal or security details to anyone, even if they said they were calling from the Kingdom of Heaven!

I once had a phone call from someone purporting to be from "my bank"? They didn't get much further, as they refused to confirm which bank it was until I had confirmed who I was and I refused to confirm anything at all until they told me who they were. We were therefore at an impasse and the question of who was who went backwards and forwards like a vaudeville crosstalk act. Eventually, I became bored and told them that as they were obviously scammers to foxtrot oscar and bother someone else.

I never did find out who was calling