Lloyds breaking their own security rules

eskbanker

Missus_Hyde wrote: »

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

I think that should be: "....especially if they said they were calling from the Kingdom of Heaven" - whatever other flaws banks have, they are at least rooted in some sort of tangible reality, so anyone claiming to be phoning from a fictional construct (or at least one without proof of existence let's say) really ought to be regarded as some way below Nigerian scammers in the credibility stakes....

Vortigern

Be aware that Lloyds use a company called Network Research to do customer satisfaction surveys after you've had contact with Lloyds - in my case it was after a branch visit to open an account. Lloyds will have given Network Research your number.

NR should say they are calling "on behalf of" Lloyds, not "from" Lloyds. They have to determine that they are speaking to the Lloyds customer before continuing with the survey, but should not ask for anything that could be part of your account security info.

You don't have to take part in this survey, and I'd recommend that you don't - they drone on for ages asking multiple choice questions and reading out all the answers.

See:
http://whocallsme.com/Phone-Number.aspx/08000128015

If they call again:
"Are you calling from Network Research?"
"Yes"
"(Please) don't call this number again"

MacMickster

Goldiegirl wrote: »

Of course it's not blackmail.

I had a job to do, normally involving mortgage applications, which were obviously very important to customers.

It was really no skin off my nose if I spoke to the customer there and then, whether they called back, or whether I wrote to them.

If I couldn't confirm who I was speaking to, then I couldn't discuss their mortgage application, so I had to give them the choice of them calling back or me writing.

In most cases, the person I was speaking to decided at that point , they'd prefer to answer the security questions they previously declined to answer, as they wanted to talk about their application.

So the system used by the bank pressurises people who are suspicious about the identity of a caller into reluctantly revealing the information that would get them through a telephone banking security check (or else their mortgage/loan application or other financial transaction will be delayed).

Can't you see that this is exactly what the fraudsters themselves do to pressurise people into revealing their details, and hence what the banks should be discouraging their customers from complying with.

Banks need to find a satisfactory way of verifying their identity to callers. Either that or, as standard practice, just ask customers to call the main bank switchboard number (ideally from a different phone) and ask to be transferred to Goldiegirl in the fraud department. Don't try to get them to answer security questions to a cold caller.

Goldiegirl

MacMickster wrote: »

So the system used by the bank pressurises people who are suspicious about the identity of a caller into reluctantly revealing the information that would get them through a telephone banking security check (or else their mortgage/loan application or other financial transaction will be delayed).

Can't you see that this is exactly what the fraudsters themselves do to pressurise people into revealing their details, and hence what the banks should be discouraging their customers from complying with.

Banks need to find a satisfactory way of verifying their identity to callers. Either that or, as standard practice, just ask customers to call the main bank switchboard number (ideally from a different phone) and ask to be transferred to Goldiegirl in the fraud department. Don't try to get them to answer security questions to a cold caller.

Well, they could try to get transferred to me, but wouldn't get far, considering I retired 16 months ago!

As Diamonds said, the person calling will never have an issue with the customer not wanting to answer security questions - but obviously, the customer will need to call back. But when I told them that, they'd suddenly want to answer the security questions after all. No blackmailing or pressure from me - I didn't care one way or the other

I understand why people are wary of unsolicited calls - as I am. But what I did was get a phone with Call Guardian, which means that the only calls that get through are people that really want to speak to me, and even then I can monitor the call before answering. This has cut scams/marketing by 100%

The person calling you has a duty to make sure they are speaking to the right person, and currently they only way they can do is to ask security questions,

I'm sure the people complaining on this thread will complain even more loudly if someone from a bank discussed their personal details with the bloke on the next desk who picked up your mobile and pretended to be you.

It's fine to not answer security questions and call back instead. But don't play around and say you won't answer, get shirty, and then decide you will answer them after all. It's pretty tedious really

Missus_Hyde

eskbanker wrote: »

I think that should be: "....especially if they said they were calling from the Kingdom of Heaven" - whatever other flaws banks have, they are at least rooted in some sort of tangible reality, so anyone claiming to be phoning from a fictional construct (or at least one without proof of existence let's say) really ought to be regarded as some way below Nigerian scammers in the credibility stakes....

Alas, I fear my ironic, dry wit has been taken literally.

dggar

I 've recently applied for the club account and was given a sort code and account number. and a follow up eMail stating the following:-

You’re now registered for Internet Banking, but you won’t be able to log on until you enter your activation code. We’ve posted a letter containing your code and it should arrive in the next few days. When you’ve entered your code you’ll be able to log on to Internet and Mobile Banking.
If your letter hasn’t arrived after 7 days, please log on and follow the link to request another activation code.

Today I've received another eMail with the following:-



[QUOTE]
Internet Banking is easy to use and gives you 24/7 access to your money. You can make payments and check your balance whenever you like.
All you need to do is complete our short online form. You will need your new Lloyds sort code and account number, so make sure you have them to hand.
Our registration guide will take you through the process. To find out more about what you can do online, take a look at our Internet Banking
page. [/QUOTE]
.


These two messages seem to conflict so I will await the letter with the activation code.

grumbler

I guess, but completing the online form you will register and request the activation code. They have already sent it to you.

dggar

grumbler wrote: »

I guess, but completing the online form you will register and request the activation code. They have already sent it to you.

I am still awaiting the code, It's less than 7 days since I applied for the account

System

Update - all sorted out.
The call was genuine, but the employee failed to follow proper procedures, and Lloyds apologised. They agreed with my point that they should not just ring up, say they are from Lloyds, and immediately ask for card number and DOB. Anyone could do that. They should explain in outline why they are calling, in a way that gives some assurance to the customer that this really is about a current matter. In this case, merely saying that it concerns my current ISA transfer to X, would be sufficient.

The call itself was unnecessary anyway. On the transfer form there is a box to tick "transfer full balance", and another for approximate amount. I had not included the interest, which would not be added until the transfer day, when the ISA matured. The call was to query why my estimate differed from the actual amount. You'd have thought that was why they have a transfer full balance box, but they still have to confirm it.

So it's resulted in a week's delay, but better safe than sorry. It seems a pity to me that some of the people here do not recognise customers' legitimate concerns about banks not having adequate security procedures, and seem rather complacent in the assumption that merely saying "This is Lloyds" is enough.

diamonds

Clifford_Pope wrote: »

Update - all sorted out.
The call was genuine, but the employee failed to follow proper procedures, and Lloyds apologised. They agreed with my point that they should not just ring up, say they are from Lloyds, and immediately ask for card number and DOB. Anyone could do that. They should explain in outline why they are calling, in a way that gives some assurance to the customer that this really is about a current matter. In this case, merely saying that it concerns my current ISA transfer to X, would be sufficient.

The call itself was unnecessary anyway. On the transfer form there is a box to tick "transfer full balance", and another for approximate amount. I had not included the interest, which would not be added until the transfer day, when the ISA matured. The call was to query why my estimate differed from the actual amount. You'd have thought that was why they have a transfer full balance box, but they still have to confirm it.

So it's resulted in a week's delay, but better safe than sorry. It seems a pity to me that some of the people here do not recognise customers' legitimate concerns about banks not having adequate security procedures, and seem rather complacent in the assumption that merely saying "This is Lloyds" is enough.

It is even worse financial institutions dont recognise such, a call or text 'Hi this is Lloyds we need to talk to you about a matter, please can you call the telephone number on our website or back of your card'.


I mean alone internally from a time management and financial perspective with no personal details shared for Data Protection compliance but a account registered phone number this could be processed by the cheapest processing company anywhere in the world from a UK mobile number issued and advertised
as Lloyds.

Fat cats, making a mockery of most things since commercialism started :rotfl: