The feedback / response I received on a query is

I recently interacted with the credit card call centre to order a new credit card. As part of the security check I was asked if I could answer questions to ensure that the agent was speaking to the correct card holder. This I entirley appreciate however the questions were based on details of my credit profile held at the credit bureau. I simply asked the question on what basis did Standard Bank enquire on my credit profile without my consent.

Regulation 18 (4) of the National Credit Act clearly prescribes the reasons that a credit profile may be accessed, 18(5) states which of the prescribed reasons requires the consumer consent. There is no prescribed purpose to access my credit profile to complete a security check nor is there one to order a new credit card and in this instance my consent was not asked for so.

I reiterate, while I understand the need for a security check, my consent was not obtained in this process and therefore would like to know how Standard Bank was able to access my credit profile without my permission.

The three responses I have received via email have NOT answered my question: 1. " It is my pleasure to assist you regarding your experience.

Before we start with the security check, we firstly verify with the client to continue and that some of the question from the authentication will be obtained from other sources, some will be true or false which you as the client would have answers to the question and the questions will not be account based. The reason for conducting a security check in such a manor is to reduce or prevent *****.

2. " Kindly be advised that at the begining of the call the consultant must have read a disclaimer that you had to accept. If you did not accept the disclaimer the consultant was not going to continue assisting you but refer you to contact the branch for assistance.

This security check is for the protection of your account."

3. " The system used to authenticate customers is used by most financial institutions and these answers are based on your entire credit profile not just your account at standard bank. " Cleary none of these have answered my question........... and I believe that this is in contravention of the law.

Maybe I could get an informed response through Hellopeter.com......... lets see Standard Bank