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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to be hacked off at Nationwide security

32 replies

WhoTheFuckIsSimon · 30/04/2016 12:54

I need a new card because mine has been mangled in an atm.

15 min wait before I get through. Explain I need a new card and why.

I conform when asked my name, address, postcode and dob.

I then get asked if I have any other accounts with them and if so can I tell them one.

I say yes, I have a savings/passbook a count with x in. He says I need to tell him the name of the account, not my name, but like SaverPlus or whatever.

So I tell him he'll have to wait while I unearth my passbook which I haven't used in years. I'm rooting through my drawer and can't find it but find another passbook for a nationwide isa in my name. Tell him ive found this passbook and the account is instantIsa. He tells me ive failed security because I can't tell him the name of the account i first mentioned. Literally before he finished his sentence I found the passbook and told him the account name. But he said its too late! Once he's told me ive not passed he can't go back!

He told me to ring again and talk to someone else and that I would pass.

I'm going to ring again and tell them I'm moving all three accounts!! Grin

OP posts:
Pipbin · 30/04/2016 12:56

So you aren't happy because their security was too good?
How dare they put systems into place to stop people stealing your money and identity. The bastards.

Original poster
WhoTheFuckIsSimon · 30/04/2016 12:59

No not at all.

I'm unhappy because he couldn't use his common sense when I had answered all the security questions correctly.

Barclays don't have security like this. Ive never been asked about any other accounts....it's name, address, dob, mother's maiden name type stuff.

OP posts:
WorraLiberty · 30/04/2016 13:01

Wherever you move your three accounts too, will also follow this standard procedure.

A very similar thing happened to me with Santander. It's par for the course and I simply rang back.

Yes it's annoying, but they're looking after your money.

SecretSpy · 30/04/2016 13:02

When I've phoned them they ask about other accounts and what's the limit on my CC. I'm never sure I only spend a tiny bit on it each month

WorraLiberty · 30/04/2016 13:02

It has nothing to do with common sense.

Like he said, they can't go back on the computer once you've failed.

Otherwise fraudsters could just sit there guessing all sorts of things.

Original poster
WhoTheFuckIsSimon · 30/04/2016 13:03

Years ago I was on holiday and had a similar problem. Card swallowed by an atm and couldn't pass nationwide security. Who would know the name of a savings account they rarely use when they're on holiday hundreds of miles from their passbook?

So I was left hundreds of miles away on my own with no cash on day 1 of a week's holiday.

OP posts:
Original poster
WhoTheFuckIsSimon · 30/04/2016 13:05

I just don't really understand why it's such a problem when I just want a card sent to my registered address. The one they're going to send a card to in a couple of months anyway as my card expires.

Will just wait till then. It's an account I don't use very often so guess I can manage without a card till August.

OP posts:
treaclesoda · 30/04/2016 13:05

I think it is a bit ridiculous. I'm all for tight security but sometimes the questions are illogical. Eg I rang because I couldn't access my statements online, and the security questions were all about my last statement, eg date of last statement, last debit card transaction on the statement. Since they were online statements, which I couldn't access, I obviously couldn't answer them. I could have told them dozens of other things that would verify my identity Confused

HarrietSchulenberg · 30/04/2016 13:06

My bank's security procedures involve a memorable word, questions about your most recent transactions (ie not on your bank statement yet) and things that only the customer would be able to answer.
Your sounds over the top and aimed at the bank not the customer.
I'd move.

Original poster
WhoTheFuckIsSimon · 30/04/2016 13:07

Barclays don't do this at all.

I have a little widget I can put my card into for authorising any online banking. Or I have an app on my phone I can put a 5 digit PIN number in and do stuff and then I can ring from my app and don't have to go through any security at all because ive already signed into the app. Did this the other week and stopped various direct debits without having to answer a single security question.

OP posts:
Original poster
WhoTheFuckIsSimon · 30/04/2016 13:09

And the time I was on holiday and my nationwide card was swallowed I went into barclays. Explained I have an account with them but didn't have my card with me. Told them sensible stuff like name, address, dob and a regular dd and they asked me how much cash I needed.

OP posts:
Pipbin · 30/04/2016 13:10

I'm unhappy because he couldn't use his common sense when I had answered all the security questions correctly.

They don't get to use their common sense. How can the call operators just decide that you are telling the truth? It is not up to him. These systems are there to keep your money safe.

If you do want to move to another bank then I will urge you to look into how ethical they all are. Some are utter cocks when it comes to the business they fund.

dementedpixie · 30/04/2016 13:14

Nationwide also has online banking you use a card reader for. Could you have ordered a card that way instead?

treaclesoda · 30/04/2016 13:16

I used to work in a bank where we asked security questions when people rang. We didn't have access to the answers to the questions we were asking Eg dates of birth etc. We only asked because we had to be seen by customers and regulators to have security in place. In reality we didn't.

Original poster
WhoTheFuckIsSimon · 30/04/2016 13:17

Don't think I'm Registered for online banking with them, don't have a card reader that ive noticed.

I've got three current accounts which is probably one too many. I used to have the nationwide one for using abroad but they've stopped the benefit of this which I think was no fee or a much lower fee for using it abroad. Think this is probably the nudge I need to close it down.

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MovingOnUpMovingOnOut · 30/04/2016 13:19

Yanbu. I worked in banking for years and dh still does. This was nothing to do with security and everything to do with him being a twat.

I'd also complain.

Treaclesoda if that happened now the FCA would issue an enormous fine.

Original poster
WhoTheFuckIsSimon · 30/04/2016 13:21

Took me ages to pass the student loans company security questions recently. Thankfully if you get one wrong they keep asking you stuff till you get one right.

First one place of birth. I said an answer like Stafford (not real place of birth), she said no that's not correct. I told her I could assure her it was. Grin. So she asked me something else which I also got wrong. Asked me a third question which I got right.

She then said the answer for my first question was Staffordshire not Stafford!

Second question problem was something equally crazy.

All I'd wanted was a deferral form!

OP posts:
treaclesoda · 30/04/2016 13:21

I failed the security questions with HMRC once. They asked for my employers postcode, so I gave it, but it didn't match their system. When I explained that I had the correct postcode and theirs must be wrong (I had a payslip in front of me which was on company headed paper) they told me that wasn't relevant because I had to be able to tell them what was on their system. How on earth could I know what was on their system, there are thousands of different possibilities ConfusedGrin

treaclesoda · 30/04/2016 13:24

Moving possibly, but only if they found out about it. When auditors visited, they asked the staff about security measures, and we dutifully replied that we asked for DOB or whatever, and they ticked a box. But they didn't actually see the computer system in action, so they didn't know that the DOB wasn't recorded on it.

Original poster
WhoTheFuckIsSimon · 30/04/2016 13:28

That's hilarious Treacle.

OP posts:
DingbatsFur · 30/04/2016 13:31

Thing is, if you were an evil fraudster and he let you through in the scenario you listed above and then you stole all the money from the accounts, then the guy who helped you would be held partially responsible.
My cousin worked in a bank call center, she let someone through who passed all the security questions, but they were an evil fraudster who had robbed the true person's house. She was suspended without pay because she didn't spot that the evil person was speaking in the wrong regional accent.

DingbatsFur · 30/04/2016 13:33

(Or in a suitably evil frandster voice with a cackle and a moustache twirl...)

Original poster
WhoTheFuckIsSimon · 30/04/2016 13:37

That's crazy Dingbats. I can understand staff not wanting to get it wrong. But surely even his computer wouldn't let him go back if he had already hit a button could he not start again rather than making me queue up on the phone for another 15mins?

If he couldn't then it's not his fault but it is the fault of nationwide for not having g that facility in place. Plus expecting people to know the name of their savings account is a tad obscure.

OP posts:
mininionsteve · 30/04/2016 13:56

Have to agree, constantly have problems because of the security. The people on the phones aren't very helpful either. Even the app is hard to get into. Have no issues with my other banks. Yet when I go away I have to pack loads of nationwide gumpf just incase!

DesertOrDessert · 30/04/2016 14:48

Barclay's booted me out because I didn't know exactly what my last transaction was. My answer of " just under £100 in Tesco" wasn't good enough. I needed to know it was £97.53.
I'm fucked when it comes to these things.