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[personal profile] jfs
You know, I think the banks are a lot to blame for phishing phone calls and emails.

They tell us that we shouldn't give out details of our account, or our security questions without knowing who we're giving them to, but have you ever actually tried to challenge one of them when they phone you?

I know I've blogged about this before, but I had a conversation on Wednesday that went something like this.

My phone rings. The number is withheld. I answer.

Them: "Hello - this is Barclays. We need to clarify a few details. Can I get you to answer some security questions first?"

Me: "That depends. What is this concerning?"

Them: "I'm sorry, I can't tell you that until you've confirmed who you are."

Me: "I'm not answering any questions until you can confirm who you are. What's my account number?"

Them: "I can't tell you that until I can confirm who you are. What's your date of birth?"

Me: "I'm not answering that until you can confirm ..."

etc. etc. ad infinitum.

The worst of it is that they always seem so affronted that I'm daring to question them. Yet I'm pretty sure that if I rang up and said "my identity has been stolen and I think it was because someone rang up and asked me for my date of birth and my mother's maiden name and they said they were you so I gave it to them" they'd say that I was the one at fault.

The banks need to catch up. They need to stop asking us to go to paperless statements, but then demanding to see original copies of our last statements before proceeding with a mortgage application or bank loan. They need to work out that trust is a two-way process and that if they want us to be careful with our identity, they need to work out some secure way for us to identify them.

If they want us to be more secure, they have to be more secure too.

In the end, I said I'd call the person back. He said "Here's my phone number" at which I laughed, and said I'd look up the Barclays Customer Service number on the web - if I didn't trust him enough to give him my details, I wasn't going to trust any phone number he gave me either.

I think he thought I was paranoid.

Date: 2009-02-06 11:06 am (UTC)
From: [identity profile] renniek.livejournal.com
I've had similar - refused to answer any of their questions and phoned their standard customer service line - they seemed very shocked. Muppets.

Date: 2009-02-06 11:08 am (UTC)
From: [identity profile] ellefurtle.livejournal.com
Totally with you there! I had one of those and they seemed really put out that I was not forthcoming with the personal info! It's insane.

Date: 2009-02-06 11:26 am (UTC)
From: [identity profile] jfargo.livejournal.com
I like it best when the bank asks for my wife's personal info. They're not asking for mine, they know I'm not my wife, but if I could just give them the info (since she's not here) then they could give me a message to pass along.

Banks are dumb. Most big institutions these days are dumb, unfortunately.

Date: 2009-02-06 11:29 am (UTC)
From: [identity profile] pauln.livejournal.com
I get the other version with BT. The account's in Penny's name so when they ring up and I answer they won't speak to me - despite the fact that if they ask me I can confirm everything and the fact that it's my personal account rather than the joint one or Pen's that the bill is paid out of. As they're always trying to sell us something draw our attention to exciting new opportunities, I rather think it's their loss.

Date: 2009-02-07 12:08 pm (UTC)
From: [identity profile] richenda.livejournal.com
The odd thing about this is that anyone can ring up from a phone and get details of the bill without proving their identity

Date: 2009-02-06 11:39 am (UTC)
From: [identity profile] jfs.livejournal.com
Ahh - we have a thing called the Data Protection Act in Europe which means that they can't and won't ask me for anyone elses details, and if an organisation tells me anyone else's details they can be fined quite heavily.

Hence why they can't tell me my account number until they know who I am. But to confirm who I am, they have to ask me questions that would allow someone else to pretend to be me.

It's a perfect example of Catch 22.

Date: 2009-02-06 11:41 am (UTC)
From: [identity profile] jfargo.livejournal.com
Funny thing is, having worked at banks, I know we have something extremely similar. People just don't seem to adhere to it as much as they should, and I don't know who I would "turn them in" to, so they keep doing it.

Date: 2009-02-06 11:39 am (UTC)
From: [identity profile] furzepig.livejournal.com
I did the same. Only my call was automated and requested I type details in, with no-one to ask my questions to. I hung up and called the bank direct. Turned out to be a card fraud query.
It's not paranoia - it's being sensible!

Date: 2009-02-06 11:47 am (UTC)
From: [identity profile] littleonionz.livejournal.com
This is the thing, most people suffer from white coat syndrome, either those faced with the person in the white coat or those wearing it. I also question and quite often think 'I must be paranoid' I'm not, I just don't like surprises...the people following me, well that's another matter entirely.

Date: 2009-02-06 11:52 am (UTC)
From: [identity profile] yapman.livejournal.com
Barclaycard put our card on hold (well, strictly I think they only put my card on hold) once because of this. They tried to call me up after I used the card in Romania and refused to prove who they were, so I refused to talk to them.

When I tried to use the card in a shop and get referred to a call to them, the man on the phone was happy to provide me with sufficient detail to satisfy me.

Their customer service has been shocking since though, particularly after we did get a fraudulent transaction on the account.

"They can only have done that if they knew your security code, you must have given it out, you should never give it out" "You mean I should never use my card to make an online purchase?" "erm" ...

Date: 2009-02-06 02:10 pm (UTC)
From: [identity profile] eldelphia.livejournal.com
I've done it. Confused the hell out of them. I rang them back via an advertised HSBC number. But it could be *anyone* calling you... I agree wholeheartedly with what you've said.

Date: 2009-02-06 02:57 pm (UTC)
From: [identity profile] baruch.livejournal.com
I had a similar call from my bank, the guy on the phone was very nice and suitably impressed that I wouldn't speak to him and would phone them myself. Fortunately he was someone who understood that giving details out to random people was a bad thing and from his reaction I assume that those of us who do withhold information when phoned are very much in the minority.

Date: 2009-02-06 03:42 pm (UTC)
From: [identity profile] november-girl.livejournal.com

The one time that Barclays rang me, the guy actualy asked me to call their customer services number, go through security and then ask to speak to him (he gave me a name and extension number). As I know their customer services number off the top of my head anyway, I knew he wasn't lying about it.

Date: 2009-02-09 10:43 pm (UTC)
From: [identity profile] wsdante.livejournal.com
You go, Jo!

Hmm, let's see... Trust and banks... trust and banks...

Nope. Can't put the two words together either.

Date: 2009-02-09 10:48 pm (UTC)
From: [identity profile] wsdante.livejournal.com
I know what you mean, John.

I had some financial difficulties a while back and asked for a consolidation loan. I was told that in order to qualify, I needed to get my financial affairs in order.

Go figure :0

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