Proving who you are - the other end

screech_78

I don’t work for a regulated company but when we’re speaking with a customer, we must confirm name and first line of address and postcode. That’s for both inbound and outbound. If we don’t, we’re not compliant with GDPR and can face a fine. 

If customers don’t want to give me their info when I call them, it’s not a problem. I can give them my number to call my back on and they’ll get the ivr message when they call telling them who they’re calling. They’ll still need to give the details when they call in though or we can’t speak to them. 

FlorayG

screech_78 said:

I don’t work for a regulated company but when we’re speaking with a customer, we must confirm name and first line of address and postcode. That’s for both inbound and outbound. If we don’t, we’re not compliant with GDPR and can face a fine. 

I

I understand that, but if you have called them would it not be right for YOU to prove fisrt who YOU are?

eskbanker

FlorayG said:

screech_78 said:

I don’t work for a regulated company but when we’re speaking with a customer, we must confirm name and first line of address and postcode. That’s for both inbound and outbound. If we don’t, we’re not compliant with GDPR and can face a fine. 

I understand that, but if you have called them would it not be right for YOU to prove fisrt who YOU are?

But how would you expect a company to prove that, given that they wouldn't be permitted to disclose anything relating to the account in question?

FlorayG

eskbanker said:

FlorayG said:

screech_78 said:

I don’t work for a regulated company but when we’re speaking with a customer, we must confirm name and first line of address and postcode. That’s for both inbound and outbound. If we don’t, we’re not compliant with GDPR and can face a fine. 

I understand that, but if you have called them would it not be right for YOU to prove fisrt who YOU are?

But how would you expect a company to prove that, given that they wouldn't be permitted to disclose anything relating to the account in question?

I've thought of a couple of ways. Companies that have an app can send you a notification ont he app. Those that don't can have you set up a password that THEY have to give to YOU

screech_78

FlorayG said:

screech_78 said:

I don’t work for a regulated company but when we’re speaking with a customer, we must confirm name and first line of address and postcode. That’s for both inbound and outbound. If we don’t, we’re not compliant with GDPR and can face a fine. 

I

I understand that, but if you have called them would it not be right for YOU to prove fisrt who YOU are?

Well I can’t really do that. I’m only ever calling a customer off the back of an email or letter they’ve sent in. Like I said, not an issue if they feel uneasy. They can call me back. 

Ergates

FlorayG said:

Octopus called me on Friday and then asked ME to prove who I am by giving the personal details I'm usually asked for when I call them. I said it was them who had to prove who they are not me and they said they couldn't talk to me about 'the account in question' unless I proved I was the account holder because of GDPR so we finished the call
So when I get a call from someone asserting that they are my utility provider/bank/council, how do I get THEM to prove they are who they say they are before I engage with them? SO many scams around these days I'm super careful; just because it's the correct 'phone number that they seem to be calling from means nothing these days and calling them back later you often can't find the person who called you or why they were calling

Ask for some kind of reference number relating to why they're calling, then tell them you'll call them back on the number listed on the website.

Ergates

FlorayG said:

eskbanker said:

FlorayG said:

screech_78 said:

I don’t work for a regulated company but when we’re speaking with a customer, we must confirm name and first line of address and postcode. That’s for both inbound and outbound. If we don’t, we’re not compliant with GDPR and can face a fine. 

I understand that, but if you have called them would it not be right for YOU to prove fisrt who YOU are?

But how would you expect a company to prove that, given that they wouldn't be permitted to disclose anything relating to the account in question?

I've thought of a couple of ways. Companies that have an app can send you a notification ont he app. Those that don't can have you set up a password that THEY have to give to YOU

So now you have to set up and keep passwords for every single company you need to deal with?  And you have to have them to hand whenever you get called?  Or memorise them ?

born_again

FlorayG said:

eskbanker said:

FlorayG said:

screech_78 said:

I don’t work for a regulated company but when we’re speaking with a customer, we must confirm name and first line of address and postcode. That’s for both inbound and outbound. If we don’t, we’re not compliant with GDPR and can face a fine. 

I understand that, but if you have called them would it not be right for YOU to prove fisrt who YOU are?

But how would you expect a company to prove that, given that they wouldn't be permitted to disclose anything relating to the account in question?

I've thought of a couple of ways. Companies that have an app can send you a notification ont he app. Those that don't can have you set up a password that THEY have to give to YOU

App's don't always have that function that staff can use. Sure they maybe able to send a message, but fraudsters can spoof that & I'd no more take a text over a call as gen.

Working in banking. People often ask what is my password, when we call them. Well for security staff can't see it. As for setting a dedicated one. Aside from the massive IT costs of doing it. Customers will never remember, as they are never contacted that often. Also not all companies have systems that allow for notes to be added to customers accounts.
Given Octopus. You could try asking them to confirm 2 numbers out of your account number. If they have been approved to do reverse verification. 

Best option is just to ring back on a known number.

user1977

screech_78 said:

I can give them my number to call my back on and they’ll get the ivr message when they call telling them who they’re calling.

None of which of course proves that you're not a fraudster (but it will at least produce evidence of what number you were using).

Grumpy_chap

FlorayG said:

have you set up a password that THEY have to give to YOU

That is what the utility companies offer to vulnerable customers.