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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Bank sending message re loan I don't have

37 replies

ZanyMobster · 07/02/2019 14:54

I kind of know IANBU but I guess this is a more 'should I be worried'. I received a text from my bank today to say that my car finance balance payment is due this week. It gave a reference number and a link to the website to pay. I didn't follow the link but checked it out online separately. It all looked legit so I called them.

I don't have car finance but have in the past, all paid off as far as I am aware.

Anyway, basically they said that it is someone else's account and that they have my phone number attached to it. They said they would check to make sure my bank account wasn't linked to it.

I missed a call back from them so called them back, another person answered and just said they will take my phone number off it. I questioned about my bank account and I was told that there is no way that could happen (even though the previous advisor said they wanted to check that - I wouldn't have even thought of it). They just said all it was was the wrong number on there. I asked how that could happen and they said that it was the number they were given when they set up the amount. They even told me the persons name who has that loan. I said I find that hard to believe, especially as I am a customer of theirs also. They were prety rude about it and just said there is no way they made a mistake, the customer must have given them my number.

Should I be concerned at all? I don't believe they were given the wrong number. If that can happen then they potentially could other details mixed up.

Sorry, this is longer than I expected . . .

OP posts:
bellinisurge · 07/02/2019 14:55

Report it to the ICO.

LIZS · 07/02/2019 14:56

Were you definitely talking to your own bank?

WoogleCone · 07/02/2019 14:58

You should complain to their complaints dept as you have been given the other customers name which is a huge breach.
It's entirety possible that the person taking the other customers details just did a typo though and they happen to have a similar number to yours. The complaints dept would be more likely to look into that to alleviate your worries though

Original poster
ZanyMobster · 07/02/2019 14:58

Yes, I went on their normal website and called that way, not through the link on the text just in case. They confirmed the text was genuine.

At first I didn't think much of it but they seemed really unsure of what they were telling me so I then felt I had no confidence in them re confidentiality and keeping my information safe.

OP posts:
Original poster
ZanyMobster · 07/02/2019 15:00

Yes, I did think it could be a genuine typo but seemed such a coincidence that I bank with them too. I would be more than happy with a typo, these things happen but I really felt they should not have mentioned the other customers name at all.

OP posts:
bellabasset · 07/02/2019 15:01

Phone your bank or download your dd's and STO's to check what's on there. Also check whether your bank would text you. Don't use the numbers given to you in the text

Also contact ICO and action fraud for scammers.

reluctantbrit · 07/02/2019 15:03

Write to their compliance department, alone the fact that they gave you the name of the account holder is so wrong, a huge data protection breach.

Accidents in writing down numbers do happen, a simple switch of figures and it is done. But they have to have procedures in place how to react when then the wrong person calls and advise them about it. They do need to provide you with a written statement, not just a verbal one, that your account has nothing to do with the loan and especially that no payments are taken. Also they need to confirm that your phone number is removed from the data.

If yiu don’t get this, you can go further and I would def consider changing the bank as I wouldn’t be happy about this, I wonder what they were doing with my data.

Magenta82 · 07/02/2019 15:04

Mix ups happen and there could have been a typo with the phone number. A few years back I kept getting recorded calls to my home phone from Barclays, it was annoying to get through to them to get them to stop as they kept trying to put me through security, but I managed eventually.

However they should not have been rude and certainly should not have shared someone else's data with you.

Original poster
ZanyMobster · 07/02/2019 15:08

Reluctant - yes good idea, I think something in writing would ease my mind.

Totally fine with a mix up, but you're right re the sharing of data for sure, she seemed a bit shocked that I commented on the fact she gave me the man's name. The previous staff member was very careful not to so I think she was rude/defensive as she knew she messed up.

OP posts:
CuriousaboutSamphire · 07/02/2019 15:10

Wait a moment! Before you go all ICO and guns blazing, or worry yourself even further.

The most likely explanation is that another of their customers has a very similar phone number to yours and miss typed it. Rare but does happen!

Check your bank transactions, see if there is anything odd there.

Make a call, email their Complaints line. Tell them what hapened and be sure to underline strongly how you have been left very uncertain due to staff members seemingly not being certain of facts, and the rude one! Tell them you want someone with a bit of authority to check your account and to reassure you, in writing, that there has been absolutely no data breach, that this has just been one of those odd incidents.

Again underline the fcat that had their staff been more confident and reassuring, less rude, you wouldn't now be feeling as you do!

They should get back to you really quickly. And there may be some new staff training to be done!

Original poster
ZanyMobster · 07/02/2019 15:19

Thanks Curious, I definitely wouldn't be all guns blazing, I almost left it completely but something just felt off. I will definitely do as you, and others have suggested in the first instance.

Thanks for everyone's responses.

OP posts:
Bringbackthestripes · 07/02/2019 15:25

They even told me the persons name who has that loan

Shock
Pinkbells · 07/02/2019 15:38

It sounds very dodgy. Are you sure they're not pretending to be your bank?? Go into the branch in person.

FlipF · 07/02/2019 15:44

I get someone else’s bank statements on an old phone. There isn’t a way to reply or to block the number and as there is no account details other than the expenditure I’m not sure how I could report it.

Jaxhog · 07/02/2019 15:45

This could be the time to start looking for another bank!

Redglitter · 07/02/2019 15:46

It sounds very dodgy. Are you sure they're not pretending to be your bank?? Go into the branch in person

OP said she went to the banks official website and contacted them on a number she got on it.

SuchAToDo · 07/02/2019 15:47

Op you would be safer just going in person to the bank, never discuss bank stuff over a phone

CuriousaboutSamphire · 07/02/2019 15:48

Pink Do read what she posted! She twice typed that she rang the number on the bank website ... she was careful / savvy enough to know to do that!

CuriousaboutSamphire · 07/02/2019 15:48

Ye gods!

Bombardier25966 · 07/02/2019 15:49

I occasionally give out my old phone number, because I don't want people having my current one. That number is more than likely going to be registered to someone else now, so they may get messages for me.

Apologies to anyone getting messages for Bomb!

Redglitter · 07/02/2019 15:51

never discuss bank stuff over a phone

So you never use phone banking? Guess us First Direct customers are screwed then.

Id agree never discuss banking if your bank phone you but if you phone them on a number you know is theres you're pretty safe

bellinisurge · 07/02/2019 16:07

If you call them on a number you know and trust, it's ok. If they call you? Not ok.

Original poster
ZanyMobster · 07/02/2019 16:12

Definitely was the bank I spoke to. They didn't ask me for anything more than the ref number I had in the text plus my surname and postcode.

It doesn't fill me with confidence that they are a great bank but hopefully they will be able to put my mind at rest.

OP posts:
VanGoghsDog · 07/02/2019 16:18

It's not your data they have handled incorrectly, is it? It's the other person's. I'd just ignore it myself.

SpringForEver · 07/02/2019 16:31

This sounds like Barclays to me. Terrible shower of shite.