LLoyds internet banking fraud detection

GingerFurball_2

beefturnmail wrote: »

You misunderstand - it's not the payment being blocked that I am complaining about - it's the fact that all my accounts were blocked as a result of one suspect transfer and they were not unblocked when I spoke to the fraud team over the phone and passed the extremely high level of security.

If you'd passed the security you wouldn't have been asked to visit a branch.

Nual

I had a similar issue with Lloyds on the 1st. Moved money in to satisfy the requirements for no fee, tried to move the money back out plus interest as I have done many times, and received a message that that the receiving bank could not receive faster payments and to transfer the money a different way. I went round this loop 4 or 5 times from the beginning and then rang Lloyds. 5 + minutes of press this etc, then waiting 7 minutes to speak to a person then loads of security questions. Operator then opened the account and could see what I had been doing and was I sure I had done it to this account before and after another 5 minutes moved the money for me. She said it was a minor glitch and should be fine next time....

18cc

Exactly - if he had passed security he would not have been asked to visit a branch. This shows simply that Lloyds security checks are not fit for purpose as they can't identify you.

This is the nub of the problem - not that Lloyds ask for some additional verification but that providing this is time-consuming and error-prone.

beefturnmail

18cc wrote: »

Exactly - if he had passed security he would not have been asked to visit a branch. This shows simply that Lloyds security checks are not fit for purpose as they can't identify you.

This is the nub of the problem - not that Lloyds ask for some additional verification but that providing this is time-consuming and error-prone.

I did pass security on the phone. Or at least, I was not told that I did not pass security, at any point on the phone or in branch. Instead I was given some bulls*** story about malware on my PC.

And I am not necessarily a 'he'!

beefturnmail

FriendlyFoe wrote: »

Why is it a bulls*** story?

.

Because I was told that the reason why my account was blocked and could not be unblocked until I had gone into branch with photo ID was 'suspected malware on my PC'. This is bulls*** because 1) there is no way Lloyds internet banking system could directly detect malware on my PC (anyone with a reasonable understanding of how malware detection software works would know this), 2) Supposing they had detected malware indirectly by e.g. the pattern of activity on the account (which I could buy), why can't it then be unblocked when I phone in - do they think the 'malware' is able to automatically generate a call and provide very human responses over a phoneline? That is some sophisticated malware! Therefore the alternative conclusion - the malware story is bulls**** - seems the most likely one.

If the reason I had to go in, was because I did indeed fail security (which I don't think I did - I answered the questions correctly as far as I am aware), why wasn't I told this. Then as you say, I could make an informed decision to ditch Lloyds if I didn't like their security procedures. I have complained to Lloyds on this basis - not the account being blocked per se, but the nonsense about malware.

beefturnmail

After writing to complain, I received a phone call from Lloyds complaints resolution just now. They upheld part of my complaint (I shouldn't have been told the malware story - the rep accepted that this was false), but not the security procedure part, as they basically have a catch-all in their security procedures which means they can refer someone to branch for essentially any reason they like.

The rep was unable to listen to my call with the fraud detection team (for obvious reasons), so still don't know the real reason why it happened. I suspect when I phoned fraud detection, I got through to somebody relatively new to the job.

beefturnmail

Maybe. But they've given me £40 compo\hush money, so I'm not going to waste any more time on it.

System

18cc wrote: »

I wish savings accounts could be switched like Isas where the money never hits your banking account but is transferred straight between providers

Many providers can transfer funds directly to new (savings) accounts or issue a cheque that can be deposited directly.

GingerFurball_2

18cc wrote: »

Exactly - if he had passed security he would not have been asked to visit a branch. This shows simply that Lloyds security checks are not fit for purpose as they can't identify you.

This is the nub of the problem - not that Lloyds ask for some additional verification but that providing this is time-consuming and error-prone.

They can identify you.

Security isn't just 'I answered the questions correctly.' A good fraudster will also correctly answer security questions asked, the security process relies on more than that.