I work for a building society. They are notorious for having a high turnover when it comes to employees, but nevertheless, I stay as long as possible because I have just finished university and am trying to crawl my way out of my student overdraft.
We have something called “partial authentication.” If you enter a code, it means you only have to go through a bit of security instead of the full lot. It also means you can politely address the account holder by name, which I do because I’m that sort of British. It’s also my final day.
Me: “Good afternoon, [Caller]. You’re through to [Bank]; how can I help today?”
Customer: “I would like to go through a few transactions on my account and check the balance.”
Me: “Okay, then. Can you please just confirm for me [random security information]?”
Customer: “Why should I give you that?”
Me: “It’s just a bit of security so I can take a look at your account.”
Customer: “But you addressed me by name, so I’ve done security!”
Me: “Ah, sir, you have partial security enabled, so when you enter your code when the phone asks for it, it means I only need to do reduced security instead of full.”
Customer: “I shouldn’t have to do that. I want to look at my account.”
Me: “I cannot give you your balance without first confirming security with you. To do so would be a breach of security policy.”
Customer: “I’m not doing that.”
Me: “Okay, sir, is there anything else I can help you with?”
We can give out product advice and such or transfer to sales without much security, so we ask this just in case.
Customer: “Yes, you haven’t helped me. I want my balance and to check my direct debits have gone out.”
Me: “Yes; however, you have chosen to not complete security, and therefore, I cannot complete that request.”
Customer: “But you addressed me by name.”
This carries on ad nauseam. I explain partial security. He states that I addressed him by name so he should not have to do security. I explain that I cannot do anything with the account until he does. This goes on for thirty minutes.
Me: “Sir, if you will not proceed with security, then I cannot take this call any further.”
Customer: “That’s it. I want to talk to a supervisor.”
Me: “Sir, they will only reiterate what I have stated many times.”
Customer: “Supervisor. NOW!”
I grab my supervisor and explain the situation.
Supervisor: “I’m only going to tell him the same thing you said.”
Me: “Would you believe I’ve told him that?”
Supervisor: *To the customer* “Hello, I’m [Supervisor]. I hear you’ve asked to speak to a supervisor.”
She listens.
Supervisor: “Sir, if you are unwilling to do security, then I will have to end this call. We cannot proceed any further if you refuse to do so.”
She ended the call.
Related:
Insecure About The Security Process
