RS
Ray S
1 reviews | Active since Jul 2013
04 Mar 2023, 17:28
Irresponsible request for personal information
I am wishing to log on to my Internet Banking profile with Standard Bank. I have entered my username; I have entered my password, I have then entered a OTP which has been sent to my phone. I am still unable to access my accounts because there is a screen requesting me to confirm who I am by entering one of my card numbers and my card PIN. This despite all of the correspondence from Standard never to reveal your PIN number to anyone. I have twice asked why this high risk request is necessary but unsurprisingly I have had no response. I wonder if this will illicit a response? Do Standard bank consider their website so vulnerable that even after jumping through so many hoops to get access to the site they still require such personal and high risk information?
Helpful (0)
Replies (8)0
Replies (8)
Standard Bank's replyOfficial
05 Mar 2023, 08:25Dear Ray Smethurst
Thank you for raising your concerns with us. We have escalated your matter and we can assure you that the digital management team has your query in hand and has prioritized a resolution for you.
Our team will be in touch with further feedback.
Kind regards,
Standard Bank Help Centre
***
Thank you for raising your concerns with us. We have escalated your matter and we can assure you that the digital management team has your query in hand and has prioritized a resolution for you.
Our team will be in touch with further feedback.
Kind regards,
Standard Bank Help Centre
***
Standard Bank's reply05 Mar 2023, 08:25
Official
Dear Ray Smethurst
Thank you for raising your concerns with us. We have escalated your matter and we can assure you that the digital management team has your query in hand and has prioritized a resolution for you.
Our team will be in touch with further feedback.
Kind regards,
Standard Bank Help Centre
***
Thank you for raising your concerns with us. We have escalated your matter and we can assure you that the digital management team has your query in hand and has prioritized a resolution for you.
Our team will be in touch with further feedback.
Kind regards,
Standard Bank Help Centre
***
RS
Ray S's updateReviewer Update
08 Mar 2023, 09:46Three days later, and I am still awaiting resolution of this matter. In the meantime, I cannot access my internet banking unless I disclose highly confidential information on one page, which you say one should never disclose should anyone ask for such. I have passed through a number of logon points to get there and yet you still ask for me to give you a card number with its associated PIN. Unbelievable!
RS
Ray S's update08 Mar 2023, 09:46
Reviewer Update
Three days later, and I am still awaiting resolution of this matter. In the meantime, I cannot access my internet banking unless I disclose highly confidential information on one page, which you say one should never disclose should anyone ask for such. I have passed through a number of logon points to get there and yet you still ask for me to give you a card number with its associated PIN. Unbelievable!
Standard Bank's replyOfficial
08 Mar 2023, 10:02Good Day Ray
Thank you for raising your concerns with us.
We have escalated your matter and we can assure you that the relevant team has your query in hand and has prioritized a resolution for you.
Our team will be in touch with further feedback.
Kind regards
Standard Bank Help Centre
***
Thank you for raising your concerns with us.
We have escalated your matter and we can assure you that the relevant team has your query in hand and has prioritized a resolution for you.
Our team will be in touch with further feedback.
Kind regards
Standard Bank Help Centre
***
Standard Bank's reply08 Mar 2023, 10:02
Official
Good Day Ray
Thank you for raising your concerns with us.
We have escalated your matter and we can assure you that the relevant team has your query in hand and has prioritized a resolution for you.
Our team will be in touch with further feedback.
Kind regards
Standard Bank Help Centre
***
Thank you for raising your concerns with us.
We have escalated your matter and we can assure you that the relevant team has your query in hand and has prioritized a resolution for you.
Our team will be in touch with further feedback.
Kind regards
Standard Bank Help Centre
***
RS
Ray S's updateReviewer Update
08 Mar 2023, 11:25So much for AI - this is exactly what was said 3 days ago. What a pity that your systems have evolved to such an extent that real people don't answer queries anymore!
RS
Ray S's update08 Mar 2023, 11:25
Reviewer Update
So much for AI - this is exactly what was said 3 days ago. What a pity that your systems have evolved to such an extent that real people don't answer queries anymore!
RS
Ray S's updateReviewer Update
08 Apr 2023, 17:01I acknowledge that these are security measures, but I view them as high risk as does anyone else that I talk to. In the interim I have resorted to using banking via my cellphone which I find inconvenient. Please contact me any afternoon after 1pm so that this matter can be resolved to mutual satisfaction. I cannot believe or accept that the only security measure you can ask me for is a full sixteen-digit card number and its associated PIN to re-open access to my banking profile.
RS
Ray S's update08 Apr 2023, 17:01
Reviewer Update
I acknowledge that these are security measures, but I view them as high risk as does anyone else that I talk to. In the interim I have resorted to using banking via my cellphone which I find inconvenient. Please contact me any afternoon after 1pm so that this matter can be resolved to mutual satisfaction. I cannot believe or accept that the only security measure you can ask me for is a full sixteen-digit card number and its associated PIN to re-open access to my banking profile.
Standard Bank's replyOfficial
09 Apr 2023, 08:16Good Day Ray
We will get our consultants to reach you.
Kind Regards
Standard BankHello Peter Team
***
We will get our consultants to reach you.
Kind Regards
Standard BankHello Peter Team
***
Standard Bank's reply09 Apr 2023, 08:16
Official
Good Day Ray
We will get our consultants to reach you.
Kind Regards
Standard BankHello Peter Team
***
We will get our consultants to reach you.
Kind Regards
Standard BankHello Peter Team
***
RS
Ray S's updateReviewer Update
07 Jun 2023, 13:30This matter has now been resolved and I can now logon to my internet banking profile, although no-one from Standard Bank had informed me that it had been resolved. It was just a random chance to check to see if I could once again logon.
However today I received an email from Standard Bank, as I presume every customer did and within its contents it stated, ' The bank and ***** department will never ask you to confirm your confidential info over the phone (OTP, ATM PIN, Login Information).' And yet this was exactly what they were asking me to do! And yet when I queried it, they defended it as a security requirement.
However today I received an email from Standard Bank, as I presume every customer did and within its contents it stated, ' The bank and ***** department will never ask you to confirm your confidential info over the phone (OTP, ATM PIN, Login Information).' And yet this was exactly what they were asking me to do! And yet when I queried it, they defended it as a security requirement.
RS
Ray S's update07 Jun 2023, 13:30
Reviewer Update
This matter has now been resolved and I can now logon to my internet banking profile, although no-one from Standard Bank had informed me that it had been resolved. It was just a random chance to check to see if I could once again logon.
However today I received an email from Standard Bank, as I presume every customer did and within its contents it stated, ' The bank and ***** department will never ask you to confirm your confidential info over the phone (OTP, ATM PIN, Login Information).' And yet this was exactly what they were asking me to do! And yet when I queried it, they defended it as a security requirement.
However today I received an email from Standard Bank, as I presume every customer did and within its contents it stated, ' The bank and ***** department will never ask you to confirm your confidential info over the phone (OTP, ATM PIN, Login Information).' And yet this was exactly what they were asking me to do! And yet when I queried it, they defended it as a security requirement.
Standard Bank's replyOfficial
07 Jun 2023, 15:09Hello Ray
It is important to remember that the card and pin are an additional step to protect our clients from any ********** activity; hence, it is present to tighten our security system on any new interaction (browser, clear cache and cookies, new device).
Our method requires card and Pin to be linked in order to view your accounts, and so with the new additional security we demand the same details and only the customer would be aware of these particulars.
Warm Regards
Standard Bank Hello Peter Team ***
It is important to remember that the card and pin are an additional step to protect our clients from any ********** activity; hence, it is present to tighten our security system on any new interaction (browser, clear cache and cookies, new device).
Our method requires card and Pin to be linked in order to view your accounts, and so with the new additional security we demand the same details and only the customer would be aware of these particulars.
Warm Regards
Standard Bank Hello Peter Team ***
Standard Bank's reply07 Jun 2023, 15:09
Official
Hello Ray
It is important to remember that the card and pin are an additional step to protect our clients from any ********** activity; hence, it is present to tighten our security system on any new interaction (browser, clear cache and cookies, new device).
Our method requires card and Pin to be linked in order to view your accounts, and so with the new additional security we demand the same details and only the customer would be aware of these particulars.
Warm Regards
Standard Bank Hello Peter Team ***
It is important to remember that the card and pin are an additional step to protect our clients from any ********** activity; hence, it is present to tighten our security system on any new interaction (browser, clear cache and cookies, new device).
Our method requires card and Pin to be linked in order to view your accounts, and so with the new additional security we demand the same details and only the customer would be aware of these particulars.
Warm Regards
Standard Bank Hello Peter Team ***