Customer faults BankDirect changeover

One BankDirect customer, who wished to remain annonymous, is less than impressed with the way the changeover has been handled. "On Monday, May 4, my pay didn't go in, so I rang and was told changes were being made and everything would be sorted out." The customer's salary was eventually transferred manually into his account.

One BankDirect customer, who wished to remain annonymous, is less than impressed with the way the changeover has been handled.

“On Monday, May 4, my pay didn’t go in, so I rang and was told changes were being made and everything would be sorted out.” The customer’s salary was eventually transferred manually into his account.

“On Tuesday my wife received a letter dated April 30 saying changes would be made on May 3 and 4 that would improve the service.” Included in the letter was a new password for Internet access and a new PIN for the phone banking service, something which shocked the customer.

“That’s hardly secure — if someone knew our account numbers they could take that letter and have complete access to our money.” Worryingly, only his wife’s letter arrived. “Has mine gone astray? Has someone taken it and now has my password and PIN number?”

The customer has been impressed by the level of service at BankDirect’s call centre. Access via the Internet has been temperamental, however.

BankDirect general manager Jane Freeman says the customer needn’t worry about the security issue. “No one else can use those PINs because you need their customer access number as well, so it’s perfectly secure.” Freeman says all customers should have received a letter by now outlining the changes and issuing new access codes for their accounts.

Macintosh users will also now be able to access the BankDirect service and that was one of the driving forces behind the shift to Jade, says Freeman.

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