It's so easy for bank marketing to take a wrong turn
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26 March 2014Jacob Jegher
Yesterday I came home to a strange voicemail from ING Direct Canada. I decided to phone back right away because I noted the following 3 things about the message:
- The toll free number provided was nowhere to be found on the bank's web site
- The message left was with regards to "my profile and information"
- The reference number left on the voicemail was my online banking user ID
- You can have great data, but it's useless if you don't master things like privacy and security
- Customers should always be directed to call back a primary telephone number that can be easily validated. Banks are so cautious about email communication with clients - they should be just as cautious with telephone communication
- Under no circumstances should a user ID ever be divulged. It's a key piece of an authenticated login. It of course takes a couple of other pieces to login but that's not the point - why give away any pieces of the puzzle? Furthermore, if a bank or customer were to suffer a breach, a fraudster could attempt to gain access to other account credentials by leaving a convincing voicemail containing a user ID (that obviously did not happen here).
Industry or Business Focus
Asia-Pacific, EMEA, LATAM, North America