Security 101

"Hello. I'm calling from Finance Company A, representing Storecard B. I have some important information for you. Is now a good time to talk?"

"Hello again. I recognise your voice."

"Hello. Before we proceed, we need to go through some security checks, if that is ok?"

"Of course."

"So if you could just confirm some details with me?"

"As I said before, you called me."

"I'm sorry?"

"You called me. If I phoned you or my bank, I would expect to go through the hoops and jumps of your security procedures just so that I prove I am me and should have access to my account to empty it or whatever. But on this occasion you called me. You say you represent FCA, but what proof have you that that is the case?"

"Oh but I can assure you--"

"No you can't! That's the point I've been trying to make to you every time you call. You can't assure me at all. This is the third time you and I have had this conversation and you still fail to understand my point of view. You have said nothing to me that would assure me of anything. You phoned me. You know who I am because you called me - at home - I have nothing to prove and a lot to lose if I just give away my personal information to any one who calls. Only last week I read of someone cold-called by TalkTalk, asking if he would be interested in signing up for their free broadband offer. He handed them his bank details, security details, everything. They transferred him to another department to verify his application - nice touch, don't you think? A week later he rang TalkTalk to ask when his account would be enabled only to be told they had never heard of him, no account had been created in his name."

"We take your security very seriously."

"I don't mean to be rude, but I don't think you do. I think I take my security more seriously than you. I'll say it again. You called me, at my home. I have no idea who you are.

"I have already told you I'm calling from FCA. Could we just go through the procedure, and see how far we get?"

"Fine. If you think there is any point."

"Can you confirm your address?"

"Certainly, that's in the phone book. It's..."

"Security Question 2?"

"I'm not prepared to answer that question."

"Security Question 3?"

"I'm not prepared to answer that question."

"Would you like me to put the information I have for you in a letter?"

"That would be a marvellous idea."