Security.

Years ago, when bank statements came through the post, it was easy to check each item that went in and out of our bank accounts.

Slowly each bill was set up and I did them as direct debit and not worry about them.

I have two bills that I go to the bank and pay. It was a good routine that I did just after payday, and for the one bill I like to get the paper bill stamped at the bank as my proof, each month. Sadley my bank has stopped that, and now all bills have to be paid, by on-line banking, I told her, “I don’t like that, I like to go into the bank and get my bill paper stamped and chat with the assistants,” She said, “A lot of people agree with you.” I hate changes.

One of these bills that I always pay at the bank, yesterday I had a text from them, that they wanted me to pay it in the next seven days, they have never sent me a text before, and the bill was not overdue, I always pay before or on time, so it was odd to get the text.

As we are no longer allowed to go to the bank to pay our bills, I looked at my on-line banking last night to see when the last bill was paid, it was paid in December, but while I was on-line, I noticed that I had a very expensive bill from our broadband! I decided today to ring them and ask them about it.

As usual when I am going to ring these people, I have a blank piece of paper ready, pen and account details, and info from around the last time I spoke to them.

I had not rung my broadband company in a very long time, looking at my old notes the two-year contract ended last year!

I was ready, I rang and the lady answered, she said, “Hello my name is Eve, how can I help you?” I said, “Hi I would like to know why my bill in December was over £100,” She said, “You will need to pass our security questions first.” I said, “OK.”

Eve asked for my name, I gave it, she then asked, for my, “Address,” I gave it to her. Eve went on to asked for my, “Password,” I told her, “I don’t have it.” I had already given the three letters, that the machine had asked me for, before I was connected to her, and after I had given it, it said, “It is wrong,” She when she asked for my, “Memorable word,” I told Eve, “I don’t have that either, as the letter that I am looking at, is old.” She said, “What date is you bill paid?” I gave her the correct date. Eve then asked for my, “Email address,” I gave it to her, she said, “What is the last four digits of your bank card?” Now that made me nervous, and said, “I don’t feel comfortable in giving you that,” Eve said, “I need it as a part of your security questions,” I went and got that card and gave her the four numbers. She then said, “What was the last bill that you had?” That was easy for that was why I was ringing. I gave her the exact number, she then said, “I am unable to help you today,” I said, “Why?” Eve said, “You have not passed all our security questions.” I said, “I have given you the last four digits of my bank card, I have given you my email address, I have given you the date of my bill and the very high amount, I have given you my address, I wanted to know why it was SO high?”

It was frustrating that I was unable to get an answer for why my bill was over one hundred pounds! Eve said, “I will post you, your password and memorable word in a letter, when you get it, you can ring back and we will be able to help you then.”

I said, “Because my bill is SO high, I will be thinking of leaving you, as no one’s bill it that high.” Eve said, “Is there anything I can help you with?” I said, “No thank you.”

It was my own fault, that I didn’t have all the security questions, which is good to know, that only I can speak to them, and if they don’t get all of their questions answered then they can’t pretend to be me. So, well done to them, for doing a job well done. x