NSI Barbaric security system

Cathygpie

I have not used premium bond account for a while. Needed a new password. Gave them my account number. Understandably, I had to go through security questions. 

These were not questions I had ever encountered before. I could not seem to get any of them right, what is the name of eldest child, grandmothers name. ALL WRONG...8 different questions. They then wanted to ask me all sorted of Equifax questions, overdraft info, balance on credit card etc. I did not know this info off the top of my head. 

I was on the phone for 50mins and got nowhere. I have now made a complaint but I  have to wait for password in the POST now. I felt like I was taking part in a game that I did not know the rules of. 

I cannot believe this is now standard procedure for their security on the phone. I would love someone else to do a test call with them to demonstrate. Appreciate any advice please

Section62

Cathygpie said:

I have not used premium bond account for a while. Needed a new password. Gave them my account number. Understandably, I had to go through security questions. 

These were not questions I had ever encountered before. I could not seem to get any of them right, what is the name of eldest child, grandmothers name. ALL WRONG...8 different questions. They then wanted to ask me all sorted of Equifax questions, overdraft info, balance on credit card etc. I did not know this info off the top of my head. 

I was on the phone for 50mins and got nowhere. I have now made a complaint but I  have to wait for password in the POST now. I felt like I was taking part in a game that I did not know the rules of. 

I cannot believe this is now standard procedure for their security on the phone. I would love someone else to do a test call with them to demonstrate. Appreciate any advice please

Annoying, but not really "Barbaric". NS&I are a PITB when it comes to security... but you have no option but to wait for the passcode to arrive in the post.

Cathygpie

Appreciate your help. Why do they tell me I got basic details wrong, name of children etc. 

masonic

NS&I get you to choose security questions and answers when you set up your online account. The answers would need to match their records but don't need to match reality. Mine are chosen at random.

Questions from your credit files is a common fallback method and logging in to ClearScore or Credit Karma really helps, especially if you have a couple dozen different bank and credit card accounts like some of us do.

Postal method is the ultimate fallback as even someone who can't remember the answers they set up for their security questions or remember details of their credit accounts can usually receive items of mail securely. This used to be the main method of account recovery, but customers didn't want to wait for days to get back into their accounts after forgetting details, and firms have access to limited information with which to ascertain that they are dealing with the genuine customer and not someone trying to impersonate them, so the above compromises were used to speed things up.

400ixl

Cathygpie said:

Appreciate your help. Why do they tell me I got basic details wrong, name of children etc. 

Because the answer you gave did not match what was recorded in their system as the answers you have when asked them the first time.

Therefore as far as they are concerned, you may not be who you claim you are and quite rightly should not give you access to the account. You'd be pretty miffed at them if it wasn't you and they gave access anyway.

Because you failed to authenticate yourself they have fallen back to their fail safe of sending further authentication to your registered address. Hopefully you haven't also forgotten you moved and failed to tell them as well.

friolento

Cathygpie said:

I have not used premium bond account for a while. Needed a new password. Gave them my account number. Understandably, I had to go through security questions. 

These were not questions I had ever encountered before

I am afraid, they had asked you those questions before, and you did give them answers.All they were after was the answers you had given them before.

When you have access again, make a note of the answers you give. As mentioned earlier, the answers do not have to be factual, you can make up anything you like, and that's probably a good idea, too, as it adds extra security.

TheBanker

I had to go through this recently. I didn't have the security questions set up so they asked me questions from my credit report. As I have several current accounts and credit cards it was quite difficult to answer. But I managed it eventually. If I had known that was how they would verify me, I would have had my credit report to hand.

Anyway, better that they cause a bit of inconvenience with the questions (or even letters through the post) than letting someone else take all my money - that would be far more hassle to resolve than waiting for a letter.

jaypers

It’s good to know that NS&I take security seriously. 

Olinda99

When you initially set up your account they will ask you for example to set up a security question like what is the first name of your grandmother

in my opinion you'd be silly to give them the correct name because it might be possible to find that out with a bit of research.

So I give them a made-up name but of course I then have to remember what I told them!

Kim_13

Cathygpie said:

Appreciate your help. Why do they tell me I got basic details wrong, name of children etc. 

Happened to a relative of mine. She would not have selected the children question as she doesn’t have any, but was asked how many children she had. They said 0 was the wrong answer.

friolento

Kim_13 said:

Cathygpie said:

Appreciate your help. Why do they tell me I got basic details wrong, name of children etc. 

Happened to a relative of mine. She would not have selected the children question as she doesn’t have any, but was asked how many children she had. They said 0 was the wrong answer.

She would have selected this question at account set-up, and given an answer to it. As mentioned, the questions and answers don't have to be factual, and it is in fact smart not to register factual information for this purpose. Like others, your relative appears to hev forgotten what she had initially set up. Please do recommend the use of a password manager to her.