Are there too many security checks these days?

Lysander

Lysander

Lysander

Capodecina
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'These days'. Yes, well, I've clearly become the kind of person who uses that term. I just called up Orange to pay my phone bill through the automated assistant [who has changed to a younger, funkier woman rather than the straight-laced one they had every since I joined in 1999] and tried to pay. No such luck. I was asked

- for the 16 digit card number [perfectly normal]
- expiry date [also normal]
- name on card [ok, fine]
- security code [hmm ok.. this is becoming more common]
- my house number [erm....]
- the numbers in my postcode [!!!]
- if my name matched the card name [yawn]

And then it said I hadn't provided enough information and put me through to the assistant in India.

I remember I called up Egg once [horrible, horrible people who I'm well rid of]. I'll never forget this conversation, it went something like this. All I was doing was ringing to check my balance.

"Good morning, Egg, how can I help?"
"Hi, I'm just called to check what my balance is."
"No problem, sir. Do you mind if I call you sir?"
"Well, no."
"OK sir, I'll just run through security. What's your card number, the long one?"
"It's **** **** **** ****"
"And the expiry date?"
"**/**"
"I also need to know if you've made any recent payments or had any money going in recently"
"OK I had um... [said something along the lines they wanted]"
"Do you normally call from a landline or mobile?"
"I'm sorry??!"
"Do you normally call from a landline or a mobile?"
"Um I don't know, a mobile I suppose..."
"And do you prefer to be referred to as Sam or Mr Grant?"
"Is this still security?"
"Yes, do you prefer to be referred to as Sam or Mr Grant?"
"Ahhhhh Mr Grant??!"
"And what's the balance on your account?"
"I don't know!"
"I'm sorry?"
"I don't know, I only called to find out what my balance was?"
"Oh, you've failed the security test, I'm sorry sir"
"What?!!"
"Sorry sir, but these are only answers the account holder would know"
"But I am the account holder!!!"
"Sorry, your account has been suspended"
"!!!!!!!!"

Surely there are only so many security checks that are reasonable. Does anyone else feel the whole 'security' thing has gone way overboard. I can understand two or three checks but sometimes it's ridiculous.
 
It's also unbelievably irritating when you give your details, you're transferred, and the next person asks you all over again..
 
The checks aren't to annoying. It's when you can't have your own password. They ask you a question and your like :o. I don't know haven't used it in 6 years. There like your mothers maiden name is your reminder. Oh no but you can't use that as an alternative, it's just a reminder..

GRRRRRRRRR
 
I was made to jump through so many hoops to open an account at Abbey then when the account finally got opened both our names were spelled incorrectly and our address was messed up. Phoned them twice to try and sort it but they were adamant it would be fine. I shut the account. Bloody bunch of amateurs.

Opened one at HSBC instead and they just needed passports and proof of residence.
 
AcidHell2 said:
The checks aren't to annoying. It's when you can't have your own password. They ask you a question and your like :o. I don't know haven't used it in 6 years. There like your mothers maiden name is your reminder. Oh no but you can't use that as an alternative, it's just a reminder..

GRRRRRRRRR
Click to expand...

There's a bloody password on everything now, and it's almost impossible to remember a password for a service you've set up years which you don't need to contact unless something goes wrong, like my recent adventure with Demon customer support!
 
The Barclays pinsentry device completely negates the use of internet banking in the first place. I can't change my account online away from home or on holiday without the device. If I lose it I'm stuffed. I'm really really lucky that I didn't have to use it whilst on elective around the world for 2 months. I would literally have been screwed for money and have had a ridiculous phone bill from phone banking.

The most useless piece of kit designed for the most useless people who can't take basic safety precautions.
 
If you moan enough you should be able to get passed them, or at least make them happy with two answers.

I never know what my balance is when I phone, but I always offer to list what direct debits / mandates are used in the acount as evidence of who I am!
 
Lysander said:
- for the 16 digit card number [perfectly normal]
- expiry date [also normal]
- name on card [ok, fine]
- security code [hmm ok.. this is becoming more common]
- my house number [erm....]
- the numbers in my postcode [!!!]
- if my name matched the card name [yawn]
Click to expand...


Security is getting over the top but then with the level of identity theft the companies are just trying to protect themselves.

The reason that you were asked for the house number and the numbers int he post code is that the AVS check thats carried out only transmits numbers. i.e. your card number, expiry, cvv2, house number, postcode numbers. This will come back from your bank as a pass or a fail.
 
Its annoying but at the same time helpful, anything that slows down the crooks is worth it.
Its going to get worse as well when ordering on-line, theres some new system called 3d verification where you have to first register with your bank and give a password ( like an online pin number ) and use this when ordering...trouble is not all banks are signed up and most debit cards currently dont work yet some e-tailers are being forced to use it.


Not very helpful when trying to order last minute gifts :eek:
 
Wrt card transactions online. Why can't we just use our PIN? Surely that stops anyone else using the card?
 
I had to speak to Amex about my account once, no trouble at all. However, the next day they rang me over the same issue. I took great delight in informing them that I didn't believe they were who they said they were and I said I wouldn't talk to them unless they answered my questions! They got so arsey it was funny - they don't like not being in control. :p

Vote AJUK - sticking it to the man for the common good.
 
Jonny69 said:
Wrt card transactions online. Why can't we just use our PIN? Surely that stops anyone else using the card?
Click to expand...

From what I recall it comes down to a liability issue and people not wanting to use their pins online.

If someone captures your pin number from your card they have carte blanche with ATM withdrawals, purchases and everything. Oh and in your terms and conditions chances are if a purchase is made with the pin number you will find it very hard to reclaim the money. This is down to your bank holding you negligent for not keeping your pin number secure.

Best bet is things like verified by visa etc.
 
It is very important and prefer to be safe than sorry
so I don't mind but sometimes they are over the top, for example I phoned up my bank and I live on "xxxxxx xxx Close" and their records have it as just "xxxxxx xxx" - the close and they wouldn't help me, said I had to go to my local branch and have it changed.

And yes being transfered and having to give details is a PITA. We get told off for doing this at my company and it is obviously wrong.

Today when phoning up my car insurance I was transfered 4 times, had to re explain everything each time and then ended up back at the main menu. Damn I hate these crappy call centres.
 
I think my only bad experience recently was my world of warcraft account.

I emailed them asking to change my country to the UK instead of Cyprus. They asked me for the last game card number I used (who keeps the cards once you've entered the number?) The last 4 digits of a credit card I used for 2 months on the account that expired at the start of the year and the answer to my security question. I don't even remember what the security question was, let alone the answer to it. In the end I bought another gamecard and used that, without changing the address on the account.

They also asked for the authentication key that came with the game itself. I've not kept the CDs for it, let alone the manual and box.
 
Bar said:
Best bet is things like verified by visa etc.
Click to expand...

Grrrr, had fun with that one lately as well. Made a typo putting in my verified by visa password which set of all the bells and whistles at Barclays. Got a phone call from their anti-fraud people and answered a load of questions. They were happy and unlocked my account again.

Next time I tried to use my card to pay for a meal a few days later the card was declined. Turned out the muppet at Barclays hadn't reactivated my account properly.

I don't mind security systems being in place but they're starting to become more of a hinderance than a benefit to the end user.
 
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