Have you ever wondered who writes the security procedures for these sorts? Security procedures which have to be implemented by telephone clerks who appear to have no real idea what day of the week it is. Clerks who honestly might be better off throwing a sickie and taking a DUKW Tour of London.
Receiving a call from one such apparent sot recently I asked quite how I might be sure it was in fact Nat West security and not some clever scammer.
"Just answer a few security questions, sir. What's your mother's maiden name?"
"I'm sorry I don't want to tell you that in case you are in fact an identity thief."
"What is your date of birth?"
"I'm sorry I don't want to answer that in case you are in fact an identity thief."
"Well sir you can always phone us back using the number on the back of your card."
"But then if you don't hang up I'm going to get you again aren't I?" ( His attitude was poor - I would say condescending - and so I was now winding him up.....but of course there really is such a scam!)
And so it went on until his (feeble?) training kicked in and he suggested he was going to end the call because we were going round in circles. (which certainly we were not !) Or maybe his tea was ready.
Feeling rather sorry for what appeared to be a twittering plonker I ended the call. Maybe I should have been tolerant? I knew that by now, if indeed this had been a genuine security call, my accounts would be well and truly blocked, and a big black mark would be lurking somewhere - possibly with a file note suggesting care be taken with this rude bastard ( aka customer). Nevertheless, maybe I should try and phone them back as suggested.
Taking the 0845 number from the back of my NEW card I dialled the number only to be informed by a recorded message that "so as to improve the customer experience..." (or something very similar) ...."the number is no longer active and reference should be made to the web-site." Thanks a bunch!
Once upon a time incompetence in such large organisations as the National Westminster Bank ( part of the Royal Bank of Scotland ?) would be almost unheard of. No longer as we all know. It's maybe time they were all side-lined in favour of something new.
I had tried to explain to the National Westminster fraud clerk that I blamed the procedures and not him. He apologised for the procedures but said he could do nothing about them. (N.B. a lad with ambition?). Well get this......
If the National Westminster, Royal Bank of Scotland, has any worthwhile marketing tools it will pick up this little blog. And you, dear readers will know because you will see their comments below. It's a chance for them to get their own back. So here's a couple of questions for the Chief Executive, National Westminster Bank. (1) "What the hell is going on?" and (2) What is your mother's maiden name?"