bizarre problem with Lloyds phone banking security

slopemaster

I've been having this problem on and off for months.


Sometimes I can ring up and use telephone banking to make a payment, including setting up a new international payee. all works fine.


Then other times I ring up and they say either, that I don't have phone banking set up, or, that my phone banking PIN has been compromised so I can't do anything over the phone.

they say they will need to send me a new one but it never arrives.


So, when this happened again today, I asked them to log it as a complaint, saying I want an explanation of why this is happening and a solution to stop it from continuing to happen. So they gradually passed me up the line, and tried to bribe me with increasing amounts to drop the complaint but I insisted what I want is answers. Finally I was told that they can't explain it or do anything about it! and they will send me a "final response" letter saying that, so that I can take it further.

So, I'm not sure if there's any point in doing that.
But it's weird and concerning


Also (connected or not) a couple of weeks ago they locked my account (not my card but my online account) until I went into the branch with ID and answered loads of questions. They said that had been "compromised" too and suggested my computer was being remotely taken over. But there has never been anything untoward happen on the account, and I've checked my computer.


It doesn't seem to be a suspected AML issue, no reason to think that, but I'm getting a similar sort of "we can't tell you anthing" response.


Anyone know how these things work got any ideas please?

littleredhen

there are lots of banks offering to pay you to move to them, I would change banks

slopemaster

You may be right.
But the account has worked well until this problem bagan, and they do pay me interest still, although it's gone down a lot....


I do (fortunately) have another current account, and i was thinking of switching that one, but maybe I should switch this instead

AnotherJoe

I would certainly open another current account at the least so you had something ready to go, but yep, pain as it would be I'd probably move.

18cc

The only thing that occurs to me is that somebody else is trying to access your account by for example trying random pins until they get blocked - you then reset the account and at some point they try again.

You could try resetting completely your internet banking and telephone banking credentials including changing username password memorable information etc

18cc

What I mean by resetting your telephone banking credentials is that you must get a new card with a different long card number and a different sort code account number because those are the things you must enter first

somebody might have these and are trying to randomly enter pins to see if they can get in

Lloyds is very insecure in that the username for telephone banking if I can put it that way is something that is on the front of your debit card which is absolutely stupid

colsten

slopemaster wrote: »

they say they will need to send me a new one but it never arrives.

Have you verified that they have your correct address? Could anyone else have access to your letter box?

18cc wrote: »

The only thing that occurs to me is that somebody else is trying to access your account by for example trying random pins until they get blocked - you then reset the account and at some point they try again.

You could try resetting completely your internet banking and telephone banking credentials including changing username password memorable information etc

this could be a plausible explanation

slopemaster

thanks for replies


Address is correct, no one else has access, and never had a problem with any other mail.


I suppose changing everything - different sort code account number and debit card, as well as security info - might solve it and could be worth a try.

I wonder whether they would even give me new sort code account number etc? And why they never suggested this if they couldn't resolve it any other way? And also I need to decide whether it is worth it, or just switch the account and start afresh with a different bank. Might actually be easier.

born_again

Banks do not like dishing out new sort/acc no's. As its a lot of background work.

I would agree with the other post. It would appear that someone is trying to access your account. Either by accident, giving wrong details or on purpose to gain access.

You do not say just what other accounts you have with them, but might be worth switching if only the current & savings.
Or just open a new current account elsewhere as your main account.

slopemaster

I have the current acount and a regular saver.
I also have a loan with them, but I don't think that is conditional on keeping a current account with them


Maybe I should have said yes to their offer of bribe, and then just switch the account!

jonesMUFCforever

Can you not register for voice recognition for your Lloyds Telephone banking?