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Lloyds/Halifax/BoS Apps/Website Showing Other Transactions
Surprised there hasn't been any mention of this happening to anyone on the board here so maybe it's not as widespread as suggested. I didn't see any other accounts in my app when I logged in yesterday but I have quite a few of my own accounts showing anyway.
Anyone here experience it?
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Mentioned yesterday in a post on Praise, Vent…..
Most of @Singtome123 's post relates to their experience of TSB's meltdown in 2018 when serious poop happened to a lot of people and funds were lost/fraud committed. Still remember the queues out the door at my local branch of people trying to access their money.
Not aware of any reports of anything other than people seeing other's transactions, bad enough and will get LBG a serious finger-wag from the regulator.
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Although I didn't experience any unusual behaviour in my Lloyds banking app (I didn't check until after it got resolved), this is a deeply worrying data breach. There's no telling who might have got hold of my own personal data and I've lost confidence in Lloyds Banking Group as a result.
They are trying to downplay the severity of this and claiming your account is safe, etc. but there is plenty of evidence on social media of the sensitive information that has been leaked. That's a major data breach in violation of GDPR and I expect the regulator is going to fine them heavily for this blunder. I've seen they are giving people who complain around £50 in compensation, which is quite frankly pathetic for an error of this magnitude. I've checked other data breach cases that got escalated to the Financial Ombudsman Service and they typically consider around £200-£500 to be fair compensation, sometimes more depending on the impact is has caused.
I only have an account with Lloyds so can't speak for the others, but in my experience their customer service has been quite poor following the incident.
It's been well over 24 hours since the major incident was first reported yesterday and they are still yet to send out any official communication to say they are aware of an issue, that they are investigating, what action they have taken to keep my data secure, etc. I'm not expecting a full and complete analysis at this stage, just an initial email so their customers are aware. It's unacceptable that I only found out about this by reading user reports online and from news sources.
I raised a complaint via the app chat around 1pm yesterday, asking if any of my personal data has been shown to unauthorised people. After answering the bot questions, it passed my message to the complaints specialist and I've not had any response yet. I don't think they have even looked at it.
The actions I have taken are that I've withdrawn all my funds from both my current account and monthly saver into another bank account. Good thing this isn't my main account so I don't need to keep anything in there for bills, etc. I'll probably be switching the account away once my complaint is handled.
Also, here is evidence that Lloyds were made aware of the issue 5 days before the major incident occurred. They were informed by a customer and didn't take the appropriate action until the problem became too big to ignore.
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I've seen they are giving people who complain around £50 in compensation, which is quite frankly pathetic for an error of this magnitude. I've checked other data breach cases that got escalated to the Financial Ombudsman Service and they typically consider around £200-£500 to be fair compensation, sometimes more depending on the impact is has caused.
Are you suggesting that if I make a complaint to LBG that my accounts may have been seen by a third party then they'll give me £50? I've got 9 accounts (and a car insurance policy) across the Group, should that be £50 each?
What causes the awards to be raised to hundreds? Mental anguish of having someone see I spent £40 at Lidl?
Unless someone can show actual financial loss (or have financial loss pointed out to them by the bank) I'd not be dishing out shareholder's money on anything other than token goodwill payments.
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I have closed my account. Unforgivable incompetence.
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As I understand it, you can make a claim for emotional distress even if you haven't actually been financially impacted. But of course if there is a real financial impact then the compensation will be even greater. You have to consider what information a potential bad actor may have been able to capture, like your full name, national insurance number, account number and sort code, transaction data amounts and references which will potentially show what services you have accounts with, also potential for fraud in the future.
And yes it seems like they are giving £50 to everyone that makes a formal complaint, even before they can prove to what extent they have been impacted. I expect LBG is doing an internal investigation and probably doesn't have all the details themselves yet.
But if you accept the £50 compensation as settlement now, then I'm not sure if you will be able to complain again in the future if it turns out you have been more severly impacted. For that reason I wouldn't rush to accept the £50 they are offering. If you arent being offered a decent amount like £200+, then I'd wait for a proper investigation and escalate it further.
For an idea, you can google these Decision Reference Numbers from the Financial Ombudsman Service to see what other data breach cases have paid out previously. DRN-4787319, DRN-4307831, DRN-4393502, DRN-5109077, DRN-2730714
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Emotional distress for someone maybe (that you cannot prove) saw that I spent some money on a hotel and dry cleaning, £50 lol, I'm not wasting the bank's money on that. Compensation should be for a loss, not putting in a complaint purely because someone on a forum said you might get £50.
I have lost nothing, no fraud has happened, I do not need compensation for something that may not even have happened
Sam Vimes' Boots Theory of Socioeconomic Unfairness:
People are rich because they spend less money. A poor man buys $10 boots that last a season or two before he's walking in wet shoes and has to buy another pair. A rich man buys $50 boots that are made better and give him 10 years of dry feet. The poor man has spent $100 over those 10 years and still has wet feet.
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I have lost nothing
…yet.
The point is if details have been exposed to others then there is the potential for that information to be used by fraudsters. None of us will know for sure whether our information has been exposed until someone either publishes it, or uses it to defraud us.
The policy FOS have towards 'emotional distress' is published on their website.
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I have still lost nothing, possible risk yes but no loss, so no need for compensation
I'm also not going to lie to the bank about suffering fake emotional distress for some money
Sam Vimes' Boots Theory of Socioeconomic Unfairness:
People are rich because they spend less money. A poor man buys $10 boots that last a season or two before he's walking in wet shoes and has to buy another pair. A rich man buys $50 boots that are made better and give him 10 years of dry feet. The poor man has spent $100 over those 10 years and still has wet feet.
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You shouldn't be lying to your bank about anything.
But emotional distress is a real thing. Someone who sufers it as a result of an action or interaction with their bank may have a valid claim for compensation. That's why FOS has a policy on how they will deal with complaints where this might be a factor.
It is something of an urban myth that FOS only deal with actual financial loss.
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So I called this morning to see if my data had been compromised or anything. Was offered £70 and they logged my complaint.
However, the customer advisor was quite adamant this wasn't a data breach. This confuses me, because as far as I can see, people's information was out there. I don't even know if my information has been sent out, but I usually transfer money to and from other of my own accounts. These transactions will include my name and my bank details. I've also seen online that people have confirmed to have seen people's names, NI numbers, account numbers etc.
Is what he told me untrue?
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