First National Bank
Security

Complaint:

"I recently needed to access the FNB automated authentication service to verify my identification during a telephone enquiry.

This service requested a portion of my credit card number (8 digits) and my PIN number, these needing to be entered via my telephone keypad. If anyone happened to be eavesdropping on my telephone line, this could amount to the disclosure of my PIN number to this hypothetical third party.

This request also seems to violate the banking undertaking that the PIN number will NEVER be requested by a bank employee: in principle, this extends to the disembodied voice on the automated authentication service.

Will you please look into this potential problem."

This complaint was sent by e-mail on 27 Novembver. To date, the only reply received was a promotional letter for Internet banking services. It did not address the suibstance of my complaint.