Chase blocking new transfer

VXman

We needed to move £25000 from Chase to Halifax so set up a new transfer. Chase then blocked it and asked us to call. Unfortunately we are in Cape Verde (actually not really unfortunate - it's lovely here!) and cannot make or receive phone calls because of the expense. 

Contacted Chase via chat but it always came back to we must talk to you. In the end we cancelled the transaction and found another way around going though an already set up bank.

However, my moan is...I understand security but how is talking to someone on the phone any better than communicating via an app that requires passwords or fingerprint login?

k_man

The Chase security calls use both. While on the phone they message you in app to confirm, so this gets the benefit of both security measures.

If you initiated the transfer while overseas, that is likely to have triggered the block.

lopsyfa

It is to protect themself in the case of scams - everyone expects banks to refund the money transferred to scammers now. 

If it is a newly setup transfer, for that amount and from an overseas IP address, you should be asking why they will allow it without phone call.

We see people come here to say how banks won't refund money they willingly transferred to scammers e.g. The Guardian - Mother was scammed out of £29,000, but Lloyds showed little empathy - Page 2 — MoneySavingExpert Forum.

This is not personally targeting the OP, just where we are with people now unfortunatelly.

chiny

lopsyfa said:

...from an overseas IP address...

I'm often away from the UK, so also have noticed the increased security on non-UK IP addresses.   I get around the problem by running a VPN on my router, so organisations see me on my UK-based IP address.

Just in case I need to make telcalls, I use a VoIP service, again through my VPN - cheap.

Works a treat, from various countries.

flaneurs_lobster

chiny said:

lopsyfa said:

...from an overseas IP address...

I'm often away from the UK, so also have noticed the increased security on non-UK IP addresses.   I get around the problem by running a VPN on my router, so organisations see me on my UK-based IP address.

Just in case I need to make telcalls, I use a VoIP service, again through my VPN - cheap.

Works a treat, from various countries.

Illustrates nicely people's differing attitudes to bank's security measures. 

Some would welcome extra checks if their card were to be used from an overseas IP address while others take active steps to "deceive" the bank's systems to allow unimpeded spend.

chiny

Indeed some might welcome extra checks, if not using the improved security of a VPN.   VPNs are a bit geeky, so definitely not for all.

VXman

flaneurs_lobster said:

chiny said:

lopsyfa said:

...from an overseas IP address...

I'm often away from the UK, so also have noticed the increased security on non-UK IP addresses.   I get around the problem by running a VPN on my router, so organisations see me on my UK-based IP address.

Just in case I need to make telcalls, I use a VoIP service, again through my VPN - cheap.

Works a treat, from various countries.

Illustrates nicely people's differing attitudes to bank's security measures. 

Some would welcome extra checks if their card were to be used from an overseas IP address while others take active steps to "deceive" the bank's systems to allow unimpeded spend.

  It can be very disruptive when you are abroad and you need to do something urgent/important financially. Calling Chase from my mobile would cost £1.00 a minute. When you can spend a couple of minutes going through menus and then wait possibly 5 minutes or more it becomes an expensive security check.

I really don't see what an actual audio conversation adds to the proof that it is genuine over a secure chat in the app. They don't have voice recognition. They could a text code to confirm if they wanted to go further than the usual login procedures. 

Alternativily they could start using wifi calling.  Banks like HSBC in Hong Kong were using whatsapp for calling and texting when I lived there in 2017.
 

flaneurs_lobster

VXman said:

  It can be very disruptive when you are abroad and you need to do something urgent/important financially. Calling Chase from my mobile would cost £1.00 a minute. When you can spend a couple of minutes going through menus and then wait possibly 5 minutes or more it becomes an expensive security check.

I really don't see what an actual audio conversation adds to the proof that it is genuine over a secure chat in the app. They don't have voice recognition. They could a text code to confirm if they wanted to go further than the usual login procedures. 

Alternativily they could start using wifi calling.  Banks like HSBC in Hong Kong were using whatsapp for calling and texting when I lived there in 2017.
 

If I were needing to verify a £25K transfer I don't think the price of a pint (well, Cape Verde, 2 pints) would trouble me greatly.

Using WhatsApp is an idea although an awful lot of mobile security relies on a mobile having a unique identity (the SIM + MEID) that can be linked to an individual whereas WhatsApp et al can be moved (relatively) easily between devices. No reason, I guess, other than cost, why a voice option couldn't be added to the app, think some bank apps have an option to start a call?

I take your point about secure chat via an encrypted bank app needing to be confirmed via an unsecure medium, recently had to confirm a request made via chat (to Nutmeg) with the same request via email - I literally cut'n'pasted the chat.