Husband receiving text alerts about my account

J3n1720

Hi, since 2016 my husband has been receiving text messages about my credit card account including online banking pass codes and account balances from my provider. I've been into branch on numerous occasions to ensure my contact details are correct which they are. The bank cannot determine why he is receiving the messages instead of me. We did hold a mortgage and joint account many years ago but the credit card has only ever been in my name. I've issued a complaint and the bank will get back to me within 8 weeks. Do you think compensation should be awarded for the breach of personal information? Thanks for your time.

CliveOfIndia

Not wishing to appear insensitive, but are you and your husband still together?  The only reason I ask is that if you are, is it really such an issue?  But if you're separated then I can understand your concerns.

That aside, it does sound very odd that the bank can't get to the bottom of it, and a formal complain sounds perfectly justifiable.

In terms of compensation, I think you may have trouble claiming unless you have suffered a tangible financial loss.  The bank may well be willing to offer a good-will gesture, but a claim for actual compensation really needs to quantifiable and provable.

MEM62

Compensation?  What quantifiable loss have you suffered?  If your complaint is not dealt with to your satisfaction, take it to the ICO.     

diystarter7

Hi OP
Sorry to hear about your woes.
Ask for goodwill and they fix the problem,
Ask them to check, bring up all your phone numbers in your accounts and you too can check online
depending on what accounts/bank etc you are with/on

Thanks

Brie

Well I'd be expecting some sort of compensation for them having such a major IT failing.  Your account, your details.  Why would anything go to anyone else?  And personally I'd be exceedingly miffed if I had made a purchase that was a present and the recipient found out about it in advance of whatever special day was being celebrated.   Ok so in neither scenario would I be out of pocket but good will would definitely be expected.

J3n1720

Thanks, I think the main issue is the fact that information which should be private, isn't. The issue isn't financial loss, it's about security. Banks tell you not to share your information and they're sending out codes to access my funds as well as account balances. My husband and I are together but that shouldn't matter. Finances should be private between the bank and the holder of the account. My contact details have been checked in branch and on the phone and my number is the only one listed so it's quite concerning. 

DullGreyGuy

Brie said:

Well I'd be expecting some sort of compensation for them having such a major IT failing.  

Compensation is either special damages for direct financial losses sustained or general damages for distress/embarrassment caused. 

It would need to be an unusual relationship for the OP to claim the fact their husband has gotten alert messages has made them suicidal with the embarrassment or such. They may get a token FO money but cant see any more.

Remember that compensation is designed to put the person back in the same position not to punish the organisation, we dont have punitive damages in the UK. ICO etc may decide to fine the company for a major IT failure, which is meant to be a punishment, but that money goes to the government not the OP.


To be honest I wouldnt be going in branch for an issue like this, their training tends to be much more on how to process deposits and how to sell products. Telephone banking is more likely to understand which number is picked up from where to send alerts and so to be able to correct it. The one banking system I've seen made insurance systems look simple and cutting edge. 

Ultimately they just need to register a complaint that they've not resolved the problem and escalate to the Financial Ombudsman if they are unhappy with the reply. 

etienneg

As this has been going on for 6-7 years, presumably it's not a major issue. Maybe the increased use of 2FA passcodes has made this more of a problem? Either way, I would be inclined to see if any resolution is forthcoming in the 8 week period. If not, by all means go to the ICO but don't expect a significant payout.

An alternative approach would be to get a new credit card and then close this one once you have settled down with the new one.

etienneg

etienneg said:

An alternative approach would be to get a new credit card and then close this one once you have settled down with the new one.

I should have said: "... get a new credit card with a different provider ..."

Neil49

I presume you can login to your account online at which stage you can view all your personal details and amend your phone number that way.

Just be aware that logging in may require you to receive a code via your phone so make sure your husband is close by with his phone. 

eskbanker

Neil49 said:

I presume you can login to your account online at which stage you can view all your personal details and amend your phone number that way.

Just be aware that logging in may require you to receive a code via your phone so make sure your husband is close by with his phone. 

If the answer was as simple as resetting the account contact details in the online portal, you'd kinda hope that someone might have suggested it at some point during the seven years this has been happening!