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Do they need to ask security questions when calling customers?

Discussion in 'General Discussion' started by AhhBisto, Aug 12, 2019.

  1. AhhBisto

    Gangster

    Joined: Feb 23, 2019

    Posts: 200

    So bit of a boring one.

    Just had a guy call from a finance company regarding a payment for my partners account. I have legal responsibility for her finances due to her condition. I'm well aware of the company and how much the payment is for and also am verified on their system to deal with it. I also arrange the call back last week.

    However when they called the guy said he was calling for my partner and I said she can't talk, he asked if I was AhhBisto and I said yes. He carried on the conversation didn't ask me to verify who I was which I was a bit weirded out by as no one ever does that. He spewed out the financial information on file and asked how I would like to pay, I asked him shouldn't he verify who I am first.

    His reply was "I called you so it's not needed".

    So I arranged a call back on Friday as I need to verify this, I do know the number and I even recognise the person. But how he could possibly know for a fact it was me anyone could pick up my phone?

    I do record all my calls as I am responsible for someone else's finances.
     
  2. Quartz

    Sgarrista

    Joined: Apr 1, 2014

    Posts: 7,513

    Location: Aberdeen

    Quite the revese, actually. It is you who should be asking them to verify who they are. After all, they could be any random person.
     
  3. AhhBisto

    Gangster

    Joined: Feb 23, 2019

    Posts: 200

    I always do in my calls, he told me far more then i needed to know.

    Just for the sake of it I called them, just said I was AhhBisto calling on behalf of my partner. Different person this time and well...they didn't ask anything even shared transaction numbers and payments I've made lol.
     
    Last edited: Aug 12, 2019
  4. AiiR

    Mobster

    Joined: Feb 19, 2009

    Posts: 2,718

    Makes no sense, what if someone else answered your phone? I'd still expect them to verify themselves first and then take me through security.
     
  5. AhhBisto

    Gangster

    Joined: Feb 23, 2019

    Posts: 200

    That's what I was expecting, I know they are not a massive company. But they literally asked for nothing they even told me who they thought I was.
     
  6. wesimmo

    Wise Guy

    Joined: Mar 19, 2012

    Posts: 2,318

    I've worked in call centers for over 20 years, believe me, making sure agents do DP checks at the appropriate times is still one of the core things the QA teams will be listening for and it's really not rare to find people not following process.
     
  7. AhhBisto

    Gangster

    Joined: Feb 23, 2019

    Posts: 200

    So probably worth providing this information to their offices?
     
  8. wesimmo

    Wise Guy

    Joined: Mar 19, 2012

    Posts: 2,318


    Maybe, I can't say whether they're a company that really care about it or have processes and checks simply to be able to say they do and don't really care.
     
  9. Psycho Sonny

    Caporegime

    Joined: Jun 21, 2006

    Posts: 30,177

    call centre staff on the majority are usually very poorly trained, don't care and it's a min wage job attracting not the brightest minds to walk the earth.

    you should know by now it usually takes at least 2-3 attempts before you are connected with someone who can do what you require.
     
  10. Wizzfizz

    Capodecina

    Joined: Oct 13, 2003

    Posts: 10,126

    Location: Left of the middle

    You'd be ideal for such a position then
     
  11. Jean-F

    Wise Guy

    Joined: Apr 14, 2017

    Posts: 1,451

    Location: London

    Not really what the OP meant, but a similar deal I guess.
    The insurance on my wife’s car was due, and I always take care of it, so I called the company to do so.
    The guy who answered asked me to confirm the policy number, and reg of the car, I told him, he then said that the policy was held by a Mrs. Blank, I said, “Yes, that’s my wife”, he then asked if I had her permission to speak for her.
    I said, “I’m calling to give you permission to take £XXX from my debit card, but you want to know if I have permission to do so, are you for real?”
    He said, “I’m sorry sir, I have to ask, as Mrs. Blank is the policy holder, not you.”
    I moved the phone slightly from my mouth, and called, “Red, can I pay your car insurance?”, then yelled, (in a high pitched voice), “Yes Jean.”
    It was over in seconds after that.
     
    Last edited: Aug 13, 2019
  12. LeeUK

    Mobster

    Joined: Mar 1, 2008

    Posts: 4,561

    They don't need to ask you to prove who you are but it's wise for you to make sure they are who they say they are.

    Usually when they do ask you to confirm details, namely debt collectors and people you owe money too, it's to make sure they know where you are for possible further action. All under the disguise of data protection.

    Some thief who has stole your phone and pretending to be you isn't going to pay your bills are they now!
     
  13. AhhBisto

    Gangster

    Joined: Feb 23, 2019

    Posts: 200

    Never know nice thieves here and there I guess.

    The problem isn't with people paying bills, it's the fact they then have further access to financial information and car finance details/insurance they normally wouldn't.

    Seriously though, I was able to call up with just the account number afterwords and get access. If a letter got accessed by someone of a criminal mind, I'm sure it wouldn't have taken them long to get all the information if they need.
     
  14. String

    Capodecina

    Joined: Jan 6, 2013

    Posts: 11,607

    This is interesting [to me]. Sky call me regularly and refuse to tell me why they're calling unless I confirm my identity. I always refuse and eventually end up hanging up as the conversion goes around in circles.

    If I was to ask them to identify themselves, how could they do that without giving away any of my personal details?
     
  15. Quartz

    Sgarrista

    Joined: Apr 1, 2014

    Posts: 7,513

    Location: Aberdeen

    You could ask them information that you know they should know, like your package or your renewal date.
     
  16. String

    Capodecina

    Joined: Jan 6, 2013

    Posts: 11,607

    This is obvious now, I'll be taking this approach from now on!
     
  17. LeeUK

    Mobster

    Joined: Mar 1, 2008

    Posts: 4,561

    It's just when someone I owe money to phones me up and says "for security can you confirm some details..." security for who exactly!
     
  18. Quartz

    Sgarrista

    Joined: Apr 1, 2014

    Posts: 7,513

    Location: Aberdeen

    Be gentle with the person on the phone: they have their procedures they have to follow; it's the people who set those procedures who need a good kicking.
     
  19. The_Abyss

    Capodecina

    Joined: May 15, 2007

    Posts: 11,415

    Location: Ipswich / Bodham

    The majority of your post responses are usually very poor. Your understanding always appears to be on a sample size of one or the first page of Google.
     
  20. Psycho Sonny

    Caporegime

    Joined: Jun 21, 2006

    Posts: 30,177

    Which call centre do you work in?