Security questions by Barclays staff on incoming calls

Allan Gould · 2005-09-01T16:40:09+00:00

{Yes, sorry, I do name the Bank: I think it's worth it, specially if they notice and do something about it, and Yes, I am a customer of said bank) Today, I wished to make a large-ish "Same-day domestic payment" to a third-party account (as it happens, it was also a Barclays account, but that's fairly immaterial here). I took the payment form into the local branch of Barclays, around 1pm and gave it to staff who were helpful and happily accepted it. Around 4.30pm, I received a call from someone at the Barclays Payment Centre in Manchester (the local branch had faxed the form through which is standard procedure). They wished to confirm the payment details with me. Since I was expecting the payment to be made today, I was not unduly concerned. However, the caller wished to go through some basic security checks, asking me for my date of birth and my mother's maiden name, and also the amount of the payment. The first two details were not on the form. In view of current anxieties regarding crime, particularly identity theft, this type of security check is now entirely and absolutely unacceptable. When I received the call, I could see that the caller's phone number had been withheld (probably because the call was coming out of a switchboard). I had no way of validating the call or the caller, but was being asked to give personal details. Barclays are going to have to find some other way to deal with this situation. I quite understand that Barclays needs to check details and prevent fraud. I would suggest that in the scenario that happened this afternoon, before the Barclays member of staff begins their own security check, the Barclays member of staff offers to confirm back to the customer any one item of the usual personal data that the customer wishes to select. Another solution might be to offer a recognised number to call back on (not just any old number), such as the standard telephone banking numbers with an extension to be put through to. I have no...

Sep 01, 2005 22 Replies

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Ronald Raygun 20 years ago

Who ever said a man cannot be his own accomplice?

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news 20 years ago

I take your point - but most CHAPS and International forms state in the small print (often on the reverse) that the Bank holds no liability of any form for any loss of contract in the event of non-payment, however caused; and that acceptance of that fact is a condition of hte bank's accepting your payment instruction.

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john boyle 20 years ago

In message , Ronald Raygun writes

He could rob himself, that would save on victims too!

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