Delivering Poor Banking Security

The DeliveryDemon has the rather naive expectation that banks who are entrusted with our money should operate reasonably secure procedures. Hang your heads in shame RBS and Barclays.

The DeliveryDemon has had cause to complain to both banks recently. In each case the complaint was about their processes, not anything specific to the account. In both cases an idiot from their customer ‘service’ team phoned up and demanded to know secure account access details before they would consider listening to the complaint. Do they really think it is sensible for someone to give out account password information to a random caller?

RBS, there is no need to access my account in order to hear that it does not constitute ‘faster payment’ if you take details of a payment on Friday and can’t process it till Tuesday unless the I ring again on Monday.

In fact there is no need for your customer ‘service’ to access my account at all. The default action should NEVER be to access the customer account. Basic security is that this should only be done if the customer raises a matter specific to the account, i.e. if there is a genuine need to access the account.

Banks are piling on nuisance value processes to make it more difficult for the customer to access their own money, all in the name of security. It’s about time they got their own house in order, introduced secure internal processes and gave their customer contact staff some basic security training.

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