This is just a rant really and quite long so sorry for that.
I have POA for my Dad and run his internet banking on his behalf. My DSis died a fortnight ago and this has made DDad re-evaluate his finances. He asked me to give money to his children, grandchildren and great grandchildren and pay for a holiday as a last gift to his late DD. I started to send money to the family, inputting codes when asked for them etc and suddenly I am blocked.
Yesterday I spent 2 and a half hours on hold trying to get this resolved as the account is used to pay care fees and other expenses for DDad. I got nowhere and when I tweeted (get me!) their customer care people I was told that I would have to persevere on the phone.
At crack of sparrows this morning I managed to get through but failed the initial security check as I couldn't remember specific details of his outgoings as I rely on the internet banking for these. Fortunately I had not cancelled paper statements so tried again armed with the paperwork. I got through, I explained the situation in detail, a note was made and I was unblocked. Huzzah! But........
As I was moving money that I had specifically told the security team about (as well as the amount) I was blocked again! Apparently the scam system is automated and it didn't matter what I told a real person or what notes where on the account The computer says NO
After another 40 minutes on hold listening to music that could be used as water torture interrupted every 20 seconds by a voice apologising for the delay and telling me to keep holding I am unblocked again. I have been advised to stagger the remaining payments throughout the week to stop triggering the scam bot.
I am all for due diligence and grateful that the bank was on the ball but all payees were existing payees, all codes were received and input and the situation was explained to the security department. It was the length of time to get through to the security department and then automatic blocking again that's frustrating. I do wonder how someone with less time and/or IT literacy/no paper statements would cope with a similar situation.
Rant over!