PO Instant Saver


J

Judith

A friend of mine damaged his card. The PO said they would issue a new one.
They sent him a new PIN - which was in fact his current PIN (the usual method
of being hidden under a paper scratch off flap)

I have never seen that before: would that not be considered a security error of
some sort? It certainly seems to me to be bad practice.

It only took him six weeks to get the card!! - he is a pensioner - with his
pension paid in to the account. They said that they had no emergency procedure
to let him access his money - he had to wait until the card turned up !! He
could not even go in to a PO with his damaged card and proof of ID to get some
money. You will not be surprised to find that he is closing the account.
 
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C

Chris Blunt

A friend of mine damaged his card. The PO said they would issue a new one.
They sent him a new PIN - which was in fact his current PIN (the usual method
of being hidden under a paper scratch off flap)

I have never seen that before: would that not be considered a security error of
some sort? It certainly seems to me to be bad practice.

It only took him six weeks to get the card!! - he is a pensioner - with his
pension paid in to the account. They said that they had no emergency procedure
to let him access his money - he had to wait until the card turned up !! He
could not even go in to a PO with his damaged card and proof of ID to get some
money. You will not be surprised to find that he is closing the account.
It sounds like you're criticising them for both lack of security and
having too much security at the same time.

Chris
 
T

tim.....

Chris Blunt said:
It sounds like you're criticising them for both lack of security and
having too much security at the same time.
ISTM that it's in the same complaint, not at the same time (the only
connection between the two mistakes is that the customer is the same)

tim
 
F

Flop

ISTM that it's in the same complaint, not at the same time (the only
connection between the two mistakes is that the customer is the same)

tim
PINs - a maximum of 9999 permutations. Probably reduced by no 0xxx numbers.

How many credit/debit cards are there?

An awful lot of people are going to get the same PIN twice.

Checking that you do not have the same PIN would only reduce security.

Flop
 
J

Judith

It sounds like you're criticising them for both lack of security and
having too much security at the same time.

Chris

Rubbish - what aspect of what I have said concerns too much security? I have
criticised them for incompetence and appalling customer service.

The new card arrived today. The machine declined it.

He went in to the PO and they said there was nothing they could do - he had to
phone the PO Instant Saver department.(ie Bank of Ireland)

We are doing that later today.

-------------------------- update --------------------------
The card has been blocked - as for some reason another new card was issued
yesterday, It will arrive in 3 to 5 working days. No doubt this show will
run and run. They could not say why a new card was issued yesterday.
Unfortunately at 16:00 the person who answered the phone and dealt with the
matter was the most senior person available. No supervisors - no managers.

He is opening a new account with Barclays tomorrow. He will then ask to close
the PO account and to get a cheque which can then be paid in to the new
account.

Of all companies/organisations etc etc: I have ever dealt with - I have found
the PO/Bank of Ireland to be the worst of the lot : appalling.

I bet the Subject Access Request will cost them more than ten quid to process,
in preparation for formal complaints to the FOS and FCO.
 
J

Judith

PINs - a maximum of 9999 permutations. Probably reduced by no 0xxx numbers.

How many credit/debit cards are there?

An awful lot of people are going to get the same PIN twice.

Checking that you do not have the same PIN would only reduce security.

Flop

Have you *ever* heard of someone getting the same pin twice?
 
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C

Chris Blunt

Rubbish - what aspect of what I have said concerns too much security?
"They said that they had no emergency procedure to let him access his
money - he had to wait until the card turned up!! He could not even go
in to a PO with his damaged card and proof of ID to get some money."
 
N

Nick

"They said that they had no emergency procedure to let him access his
money - he had to wait until the card turned up!! He could not even go
in to a PO with his damaged card and proof of ID to get some money."
This is a bit like when we hear politicians discuss banking regulation.
It is not necessarily more or less that is required, it is *appropriate*
regulation that is required.

In this case it is inappropriate security to send a re-advisement of a
known pin. It is also inappropriate to not have emergency security
measures to allow customers timely access to their money if a card
replacement takes 6 weeks.

For what it is worth my bank have resent my pin with a card replacement
so it is not just the PO who have bad systems.
 
J

Judith

"They said that they had no emergency procedure to let him access his
money - he had to wait until the card turned up!! He could not even go
in to a PO with his damaged card and proof of ID to get some money."

That is nothing to do with security whatsoever. It is their stupid rules. Why
on earth should they *not* have an emergency access method of some sort?

Every aspect of dealing with the PO (Bank of Ireland) has been absolutely
pathetic.

I have dealt with many financial institutions in my life - I have *never* come
across so much incompetence and intransigence. If you phone up and are not
happy with the service - you cannot escalate the problem there and then. You
must write in!!

If a card does not work - all they will do is send out a new one - in the end
he received three brand new cards- none of which worked!! The only thing they
would do on the phone was send out yet another card.

Have you ever, ever heard of that with any other Bank. If so - please share
with us, so that people can decide whether it is a reasonable bank to deal
with.

(PS See new thread on Bank Transfers)
 
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A

alan

I have dealt with many financial institutions in my life - I have *never* come
across so much incompetence and intransigence.
I've just made the mistake of taking out fixed term savings with the
Britannia Building Society. Their problem is they still seem to be
operating in the 1800s with staff still filling out correspondence with
quill pens. Unfortunately not copper plate writing but some barely
legible spiders scrawl.

They apparently don't have knowledge of paperless modern money transfer
and their use of the Internet, email etc. is bordering on amateur. They
don't even know where their branches are in my part of the country.

I suppose that I should have known better as they are owned by an
organisation that overnight realised that the £billion or so they had
hidden under the mattress had gone missing.
 
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