Well's Fargo Fiinancial treats confidential data cavalierly - Journal of Omnifarious
Feb. 17th, 2007
08:56 am - Well's Fargo Fiinancial treats confidential data cavalierly
So, I receive this call from Well's Fargo. They want money from me. I actually have money now, so I'm not at all displeased about this. But, to my surprise, the conversation does end up displeasing me greatly, and to illustrate why I'll give you a paraphrase, since I don't remember it word for word:
- Them: Hello, this is Well's Fargo, are you Eric Hopper?
- Me: Yes.
- Them: Do you live at 6530 23rd Ave NW?
- Me: Yes.
- Them: We notice that you owe us $X, can you pay that today?
- Me: Why yes I can!
- Them: Do you want to do a check by phone? We can postdate it.
- Me: Sure, but having it come out now is just fine.
- Them: Is your bank account # y?
- Me: Yes, but you just made a mistake.
- Them: *flustered* What, how?
- Me: You just read me my bank account # over the phone.
- Them: But, I verified who you were.
- Me: Yes, but anybody can say they're me.
- Them: Look, don't tell me how to do my job.
- Me: OK.
- We go through the dance of me choosing a check # and her giving me a confirmation #
- Me: And one more thing... I would like to talk to your supervisor or something. This is likely not your fault since you're following a script, but what you just did is wrong and it needs to be fixed.
- Them: Oh, um, sure, I'll get you someone.
- Long pause
- Them: This is Mr. Underhill, the surpervisor, what seems to be your problem?
- Me: Your script needs fixing. The person read me off my bank account # over the phone.
- The conversation degenerates from there with the person calling me an idiot in so many words in various ways, telling me not to tell him how to do their job, telling me that I don't set Well's Fargo Policy Well, duh, that's why I'm talking to you, because you do. listing off a bunch of irrelevancies about other ways my bank account # could be stolen and various random things and finally telling me that if I have a problem with it, I should write a letter to corporate.
I was flabbergasted. I was just trying to help. The supervisor acted like I was trying to get out of paying my bill or something, or that I was just upset they called me. I wasn't. The simple change would be to read me a few digits of my bank account # instead of the whole thing. Another would've been to have me tell them the last few digits of my bank account #. Another would've been to ask me to tell them what my address was.
As it is, if someone had stolen my cell phone, or if they had the wrong # for me in the account, or any number of other situations, they would've just given someone my name, address and bank account #. That immediately pricked my security spidey sense. It's not an OK way to run things.
*sigh* Now I'm going to have to track down who to send mail to.